Customer Success Operations Manager

About the Role: Customer Success Operations Manager at Spare

We are seeking a Customer Success Operations Manager to build upon the operational engine that powers our Customer Success, Launch, and Support teams. This pivotal role is essential for our scaling efforts, as your systems, workflows, and insights will directly impact customer value realization, forecast accuracy for renewals and expansions, and team efficiency. You will be instrumental in enhancing customer data flow, strengthening daily workflows, and providing leadership with the visibility needed for confident decision-making.

This is a high-impact builder role, ideal for someone curious, capable, and highly technical, with a strong instinct for refining processes, mapping and improving workflows, and leveraging AI tools and automation to remove friction. You should enjoy diagnosing operational areas for improvement, spotting inefficiencies, and transforming challenges into scalable, repeatable solutions. If you thrive at the intersection of data, tooling, and customer outcomes, and are motivated by elevating an already strong foundation, this role offers the ownership and impact you seek.

Our Spare HQ is in Vancouver, BC, but this position offers remote work options across Canada or the United States. You may work from our HQ if desired, and we also provide a co-working stipend for those who prefer an office environment outside Vancouver.

Responsibilities

Operational Strategy & Workflow Optimization

• Continue developing and refining CS operational strategy, focusing on scalable workflows that reduce time-to-value and strengthen customer outcomes.
• Map, optimize, and automate customer lifecycle workflows across CS, Launch, and Support, with a strong focus on AI-driven improvements.
• Identify operational bottlenecks and implement solutions that streamline handoffs, increase predictability, and ensure data flows seamlessly across systems.

Systems, Tooling & Data Integrity

• Manage and optimize our CS tech stack (e.g., Salesforce, Vitally, analytics tools) while ensuring strong data hygiene and consistent system usage.
• Build and maintain dashboards, reports, and data models that support forecasting, renewal visibility, adoption analytics, and performance management.
• Translate business needs into technical requirements and partner with Product and Engineering to improve data pipelines, automate workflows, and enhance reporting capabilities.
• Establish routines to maintain and improve data accuracy, ensuring reliable insights for decision-making.

Forecasting, Planning & Performance

• Support renewal forecasting, churn/retention modeling, expansion tracking, and customer health analysis with clear, reliable reporting.
• Contribute to quarterly and annual planning processes, including headcount modeling, capacity planning, and operational performance reviews.
• Develop operating rhythms, QBRs, monthly reviews, and team dashboards that give leadership a clear view of trends, risks, and opportunities.

Cross-Functional Alignment & Program Support

• Partner closely with Product, Engineering, Finance, GTM Ops, and other stakeholders to align CS operations with company goals.
• Support program management for initiatives such as NPS, tech stack governance, product launch readiness, and customer experience improvements.
• Improve feedback loops between customer-facing teams and Product to ensure insights from the field are captured and operationalized.

About You

• 5+ years of experience in Customer Success Operations, Revenue Operations, GTM Operations, or related roles in a SaaS environment.
• Strong analytical and technical skills with hands-on experience building dashboards, data models, and automated workflows.
• Comfortable working with CS, CRM, and analytics systems (Salesforce, Vitally, workflow or AI automation tools).
• Proven ability to refine workflows, diagnose operational inefficiencies, and deliver scalable solutions.
• Solid understanding of SaaS customer metrics: health, adoption, retention, churn, expansion, and time-to-value.
• Ability to create clarity in ambiguous situations, prioritize effectively, and manage multiple projects simultaneously.
• Excellent communication skills and a collaborative mindset when working cross-functionally.
• Ability and willingness to travel up to 10–15% for internal onsite sessions, HQ meetings, and customer visits as needed.

At Spare, we are committed to creating a diverse and inclusive environment, and we strongly encourage you to apply even if you don't believe you meet every single qualification outlined.

Benefits

• Purposeful work: Be part of a mission-driven company solving real-world problems.
• Growth Opportunities: Uncapped potential for rapid advancement for motivated high performers.
• Market-competitive pay: Benchmarked annually, with competitive commission/bonus for Growth roles.
• Stock options: Share in Spare's growth and success with provided stock options.
• Flexible work: Work remotely from anywhere in Canada in your own time zone.
• In-office collaboration: Option to work from HQ in Vancouver or receive a CA$200/month co-working stipend.
• Home office allowance: CA$1,000 to support a productive home office setup.
• Team offsites & socials: Annual budget for team travel and hackathons, plus CA$50 monthly for local team socializing.
• Health insurance: Fully-paid health insurance package for you and your dependents.
• Lifestyle Spending Account: CA$500 per year for education, wellness, transportation, and childcare/pet care.
• Paid time off: Three weeks annual vacation, unlimited sick days, and company-wide shut-down days.

About Spare

Spare's mission is empowering everyone to unlock the potential of mobility. We are revolutionizing shared transportation by partnering with providers globally to enable worry-free, efficient, flexible, and automated on-demand solutions. Our technology makes lives easier and transit more equitable, supporting both specialized mobility needs and general riders. With Spare’s Platform, transportation providers can deliver holistic demand-responsive services and cities can optimize their transit networks. Join us to build safe, affordable, scalable, and eventually autonomous transportation.

Guiding Principles

• Take Ownership
• Growth Mindset
• Execute with Urgency
• Drive Results
• No Assholes
• Customer-Obsession

Key skills/competency

• Customer Success Operations
• SaaS Environment
• Workflow Optimization
• AI Automation
• Salesforce CRM
• Vitally (CSM Platform)
• Data Modeling & Analytics
• Performance Management
• Forecasting & Planning
• Cross-functional Collaboration