Cx Operations Manager (Remote)

Employment Type: Permanent

Location: Remote Canada

Reporting To: Vansha Vashista

Description

As a key member of the Revenue Operations team, the Customer Experience Operations Manager will be instrumental in achieving operational excellence and leading strategic initiatives that enable our Customer Success and Support teams to thrive.

As the CX Operations Manager, you’ll own the operational backbone of our Customer Success and Support teams and ensure they are equipped to deliver exceptional customer outcomes. This role combines strategic thinking, operational execution, and proactive problem-solving to refine onboarding, drive expansion, and reduce churn. You’ll work cross-functionally to align processes, leverage data, and scale customer success operations to maximize impact.

We want to hear from you if you’re a seasoned CX Operations professional with a strategic mindset, sharp critical thinking skills, and a passion for delivering impactful results.

What You’ll Do

• Manage day-to-day operations for our Customer Success and Support teams
• Lead efforts to refine and scale customer onboarding, retention and growth, focusing on improving metrics like Churn Rate, NRR, NPS, CSAT, and TTV.
• Develop and maintain predictive measures to identify churn risks and expansion opportunities using customer behaviour and in-app data.
• Design and implement workflows that reduce inefficiencies and enhance team productivity.
• Partner with Data and Insights, Sales and Marketing Ops, Customer Success and Support to ensure alignment and operational consistency.
• Deliver actionable insights through reports and dashboards.
• Anticipate operational challenges and design solutions to mitigate risks before they arise.
• Continuously evaluate the customer journey to identify areas of over/under-investment and propose impactful changes.

What You’ll Bring

• 3+ years in CX Operations or Revenue Operations.
• You have hands-on admin experience with HubSpot, Intercom, and ClickUp.
• You’re a proactive self-starter who takes ownership of your success.
• You are a strategy thinker who can demonstrate the ability to see the bigger picture, anticipate challenges, and align processes with business goals.
• You can think critically about complex problems and have a proven track record of analyzing and designing practical, scalable solutions.
• You have strong analytical skills and experience creating reports and dashboards to guide decision-making.
• You have an exceptional ability to work cross-functionally and influence stakeholders across teams.
• Bonus: You are familiar with revenue architecture frameworks such as SPICED and the Bowtie Model or CS frameworks such as REACH