Customer Success Operations Manager

Spellbook
Canada
Workplace: RemoteFull timeCAD 116,000 - 145,000 annuallyFunction: Business OperationsSkills: ["Systems mindset","Operational instinct","Business acumen","Project management","Communication"]

Own Spellbook’s post-sales operations by building the reporting layer, churn/renewal forecasting, and the systems that help CS teams execute efficiently. Define and stand up new post-sale processes, including segmentation, coverage, QBRs, renewals, expansion, and escalation motions. Partner with CS and RevOps to surface risk and adoption gaps early, drive actionable playbooks, and improve the data and workflows across the GTM organization.

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FursaFursa
Spellbook
Spellbook
3 days ago

Customer Success Operations Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Own Spellbook’s post-sales operations by building the reporting layer, churn/renewal forecasting, and the systems that help CS teams execute efficiently. Define and stand up new post-sale processes, including segmentation, coverage, QBRs, renewals, expansion, and escalation motions. Partner with CS and RevOps to surface risk and adoption gaps early, drive actionable playbooks, and improve the data and workflows across the GTM organization.
Location: Canada
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Build the post-sale reporting layer end to end, including NRR/GRR, churn, expansion pipeline, time-to-value, adoption, and CSM capacity/coverage, plus early risk and cohort insights.
  • •Own renewal and churn forecasting by building accurate forecasts, risk scoring, and playbooks tied to early warning signals.
  • •Engineer post-sale systems across evaluation, selection, implementation, adoption, and administration of a Customer Success platform (Vitally and Hubspot), including the post-sale data model.
  • •Design and enable new post-sale business processes and operating models, including segmentation/coverage, onboarding, QBRs, renewals, expansion, escalation, and save motions.
  • •Lead cross-team connective-tissue projects spanning sales-to-CS handoff, CS-to-support escalation, CS-to-product feedback, and supporting data plumbing between teams.

Pay and Benefits

Salary: CAD 116,000 - 145,000 annually
Equity and Bonus:Equity
Perks:Wellness StipendParental LeaveMeal AllowanceEquity

Key Requirements

  • •5+ years in Customer Success Operations, Revenue Operations, or GTM Systems at B2B software companies, including building the function in at least one environment.
  • •Business or technical administration of a Customer Success platform.
  • •Fluent CRM reporting and comfort using BI tools (Omni).
  • •Strong understanding of post-sales metrics and planning, including NRR, GRR, churn, expansion, time-to-value, adoption, and capacity planning.
  • •Scale-first mindset with experience redesigning processes and using AI tools (LLMs, agents, automation) to reduce administrative burden.
Experience:B2B softwareCustomer Success OperationsRevenue OperationsGTM systems
Skills:Systems mindsetOperational instinctBusiness acumenProject managementCommunication
Tech Stack:VitallyHubspotOmniLLMsAgentsAutomationCRM

Company Brief

Spellbook
Provides an AI-powered contract drafting and review platform for legal professionals, automating contract clause generation, analysis, and risk spotting to accelerate document creation and improve consistency across transactional workflows.
Industry: LegalTech
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