Sr. Business Operations Manager

Hungry, Humble, Honest, with Heart.

The Opportunity

Are you energized by building operational rigor, driving insights, and enabling organizations to operate at scale? We are seeking a Sr. Business Operations Manager, Customer Success to lead the operational cadence, reporting framework, and performance management engine for our global Customer Success organization.

In this role, you will design and run the mechanisms that fuel transparency, alignment, and continuous improvement across a 100+ person Customer Success team. You will build and lead weekly forecast and inspection calls, define and evolve KPIs and OKRs, create the rhythm of the business, and partner across Sales, Data, and Tooling teams to operationalize insights that drive customer adoption and renewals.

This is a highly visible and strategically critical role. You will influence senior leaders, establish global standards, and elevate the operational maturity, clarity, and effectiveness of Customer Success worldwide.

About the Team

Our Customer Success organization is responsible for driving customer adoption, value realization, and renewal outcomes across the customer lifecycle. As we scale globally, we are focused on building a world-class operating model grounded in data, process excellence, and clear accountability.

You will partner closely with leaders across Customer Success, Sales Operations, Data & Tooling, and Professional Services to build the mechanisms that power predictable, consistent execution. This role reports to the Director of Customer Success Operations.

Your Role

• Forecasting & Weekly Business Cadence:
  Build, lead, and continuously improve global and theater-level Customer Success Forecast Calls, driving weekly inspection, transparency, and improvement of adoption and performance metrics.
• Cross-Functional Alignment:
  Partner with Sales Operations to ensure alignment on customer signals, insights, and actions tied to adoption, risk, and renewal outcomes.
• KPI, OKR & Goal Frameworks:
  Develop, design, and refine Customer Success KPIs, OKRs, and performance goals. Ensure the organization has a clear and consistent way to measure success, progress, and impact.
• Reporting & Automation:
  Collaborate with Tooling and Data teams to automate reporting, streamline insights, and ensure leaders and ICs have the visibility needed to execute.
• Performance Insights:
  Provide org-level, team-level, and individual contributor insights into performance against goals, highlighting risks, opportunities, and recommended actions.
• Rhythm of the Business:
  Design, implement, and lead the operational cadence for Customer Success—including processes and inspection mechanisms that enable achievement of core outcomes such as License Activation, Usage, CXM Certifications, Customer Certifications, Customer References, and Customer Satisfaction.
• Operational Excellence:
  Build and strengthen scalable mechanisms that improve clarity, predictability, and execution across the global Customer Success organization.

What You Will Bring

• 8–10 years of experience in Customer Success Operations, Business Operations, Sales Operations, or related functions.
• Proven experience building and leading operational cadences, forecast calls, performance reviews, or inspection mechanisms.
• Strong analytical and data-driven mindset with expertise in developing KPIs, dashboards, and reporting frameworks.
• Experience collaborating with Data, Tooling, or BI teams to automate reporting and generate actionable insights.
• Excellent communication and stakeholder management skills, with the ability to influence at multiple levels.
• Demonstrated success designing or improving operational processes and organizational rhythms.
• Strong program management capabilities and a track record of driving cross-functional initiatives to completion.

Work Arrangement

Remote: This position is primarily remote. There is no specific in-office requirement, however, there may be circumstances where you may be required to come into a local office for a specific purpose, and/or to travel to other locations based on business needs.

The pay range for this position at commencement of employment is expected to be between CAD $ 0 and CAD $ 0 per year.

However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Our application deadline is 40 days from the date of posting. In good faith, the posting may be removed prior to this date if the position is filled or extended in good faith.

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