Customer Operations Manager

Customer Operations Manager

📍 Remote (Canada) | Hybrid Available – Kitchener, ON
🧑‍💼 Reports to: Director, Customer Success

Salary range: $95,000 – $115,000 (CAD)

🏢 About Encircle

Encircle is leading the $1.6 trillion property insurance industry out of the dark ages of pen and paper, into the digital age of transparency and empowerment. Our easy-to-use software platform enables thousands of restoration contractors and insurance professionals across North America to process claims faster and with greater accuracy.

We’re a remote-first company with a collaboration hub in downtown Kitchener—and we’re growing.

📌 About the Role

The Customer Operations Manager will be a strategic partner to the Director of Customer Success, owning the data, insights, and operational rigor behind retention, expansion, and predictable customer revenue. This role sits at the intersection of Customer Success, Customer Support, Account Management, Sales, Product, and Systems, building the frameworks that allow Encircle to proactively manage churn risk, scale expansion motions, and deliver clear, trusted visibility into customer health and performance.

🔧 Key Responsibilities

Revenue Forecasting & Pipeline Management

• Model renewal and expansion outcomes, including pipeline coverage, deal velocity, and conversion rates by segment
• Maintain accurate renewal and expansion forecasts, with clear separation of renewal vs. expansion pipeline.
• Identify early warning indicators for churn and downgrade risk and continuously refine churn prediction inputs.
• Support renewal deal desk motions with risk visibility, prioritization, and executive-ready insights.

Customer Health, Churn & Usage Intelligence

• Design and maintain customer health and churn scoring frameworks tailored to customer segments. 
• Ensure health scores account for company size, use case, seasonality, product usage, CSM engagement, sentiment, and competitive intelligence.
• Partner with CS and Product to ensure health metrics reflect real customer outcomes and value realization.
• Surface at-risk accounts early and coordinate follow-up actions across CSMs, AMs, and leadership.

Executive Insights & Reporting

• Deliver weekly and monthly executive insights, including:
  • Upgrade, downgrade, churn, and cross-sell trends
  • New product pipeline creation and adoption
  • Account business review performance by CSM
  • Training, onboarding, and activation milestones
• Translate customer and revenue data into clear narratives and recommendations for CS and executive leadership.

Performance & Productivity Enablement

• Build and maintain standardized performance scorecards for CSMs and Account Managers.
• Support and analyze:
  • Training and enablement calls
  • Account business reviews
  • Renewal messaging and renewal conversations
  • Upsell and expansion conversations
• Provide actionable insights to frontline managers for coaching, capacity planning, and productivity optimization.
• Conduct win/loss analysis across renewals and expansion opportunities.

Expansion & Retention Intelligence

• Identify upsell and cross-sell opportunities using usage, engagement, and intent data.
• Support renewal and account planning with data-driven prioritization.
• Leverage account-level insights to define product TAM, actual adoption rates, and whitespace opportunities.

Process, Systems & Data Integrity

• Ensure clean, scalable handoffs between AE → CSM → AM, including ownership clarity and workflow consistency.
• Optimize how Salesforce, Gong, and ChurnZero are used across CS and AM teams.
• Partner with Product and Systems teams on integration initiatives (Pendo, Salesforce, ChurnZero, Gong, Swyft).
• Drive adoption and data integrity standards directly tied to forecasting accuracy, churn prediction, and expansion visibility.

✅ What You Bring

• 5+ years in Customer Operations, Revenue Operations, Customer Analytics, or a related role.
• Proven experience supporting Customer Success and Account Management teams.
• Strong analytical skills with the ability to translate complex data into actionable insights.
• Hands-on experience with Salesforce and customer systems (ChurnZero, Gainsight, Pendo, Gong, etc.).
• Comfortable working cross-functionally with CS, Sales, Product, and Systems teams.
• Highly organized, process-driven, and comfortable in a fast-growing SaaS environment.

     Nice to Have

• Experience in multi-product or expansion-led SaaS growth.
• Experience building churn or health scoring models from the ground up.
• Exposure to renewal forecasting, deal desk support, or customer revenue modeling.

🌟 What Success Looks Like

• The Director of Customer Success and revenue leadership team have clear, trusted visibility into retention, churn risk, and expansion.
• CSMs and AMs know exactly which accounts matter most and why.
• Renewal and expansion pipelines are clearly labeled, forecastable, and easy to inspect.
• At-risk accounts are identified early and acted on consistently.
• Customer insights meaningfully influence product priorities and go-to-market strategy.

🤝 Why Encircle?

• Balance: Flexible hours, self-managed vacation, and trust to manage your time
• Remote-first: Work where you’re most productive—with access to our collaboration hub in Kitchener
• Growth-oriented: We support your learning and career development
• Well-being: We care about the full human—inside and outside of work

A Note on Authenticity: We value genuine interest and authentic interaction. Please be aware that we reserve the right to disqualify candidates if it is determined that application materials or interview responses are excessively generated by AI tools or misrepresent your personal skills and experience.

Encircle is an equal opportunity employer committed to building a diverse and inclusive team. We encourage all qualified candidates to apply and will work with applicants to accommodate accessibility needs throughout the hiring process.