Spare -
7 Jobs
Vancouver, BC
Posted 4 days ago
Job Details:
Remote
Full-time
Management
Benefits:
Health Insurance
Paid Time Off
Flexible Work
Life Insurance
Employee Assistance Program
Stock/Profit Share
DescriptionWe are hiring an Operations Manager - Customer Success to help scale and optimize our growing Customer Success team!
As our first Operations Manager - Customer Success, you will:
Our Spare HQ is in Vancouver - BC, but this position is open to remote work options across Canada. If you like coming into an office, you can work from our HQ as desired, and we also provide a co-working stipend for those who wish to work in an office outside Vancouver.
Key Responsibilities
About you
It will be considered a plus:
Benefits
As our first Operations Manager - Customer Success, you will:
- Focus exclusively on improving internal operations for our Customer Success (CS) organization - this is not a customer-facing role.
- Build scalable processes, systems, and analytics that enhance the effectiveness of our CS teams, including Implementation & Onboarding, Customer Success, Support, Solutions Engineering, and Professional Services.
- Design and implement strategies that ensure efficiency, operational consistency, and long-term scalability as our CS team grows.
- Bring expertise in supporting and scaling large CS teams, ensuring we have the right infrastructure to sustain our rapid growth.
Our Spare HQ is in Vancouver - BC, but this position is open to remote work options across Canada. If you like coming into an office, you can work from our HQ as desired, and we also provide a co-working stipend for those who wish to work in an office outside Vancouver.
Key Responsibilities
- Tooling & Systems Administration
- Select, deploy, manage, and optimize the tools and systems (e.g., CRM, support ticketing, onboarding, project management, and other customer success platforms) used by the Customer Team, ensuring they are effectively utilized.
- Identify and implement automation opportunities to reduce manual work as well as improve efficiency and velocity.
- Develop an Aritifical Intelligence (AI) team strategy for incorporating next-generation AI tooling and agents.
- Operational Excellence
- Design, implement, and optimize scalable processes for the Customer Success team, including onboarding, implementation efficiency, success tracking, customer health, customer sentiment, renewals, and expansions.
- Align team processes with industry best practices tailored to Spare's industry, customers, and products.
- Collaborate with cross-functional teams (Sales, Support, Product, and Engineering) to ensure seamless workflows and handoffs.
- Data & Analytics
- Develop and maintain dashboards and reports to monitor key performance indicators (KPIs) such as Net Revenue Retention (NRR), churn, CSAT, and customer health scores.
- Conduct data-driven analyses to identify trends, risks, and opportunities, presenting actionable insights to leadership.
- Drive the evolution of customer health scoring models to ensure proactive engagement strategies.
- Enablement
- Lead the development of internal training materials and resources to properly on board and up skill Customer Team members.
- Create and maintain a comprehensive internal knowledge base to ensure optimal and consistent execution of process best practices across the team.
- Partner with the VP of Customers to set team goals, OKRs, KPI targets, and align operational strategies with Spare's business objectives.
- Scalability
- Continuously evaluate and improve processes to ensure Spare's Customer Success organization scales efficiently as the company grows.
- Develop a resource and capacity planning model that will enable the efficient scaling of the team.
- Identify and implement initiatives to optimize team performance, maximize resource allocation, and support new product offerings or market expansions.
About you
- Minimum 3 (ideally 5) years of experience in an operations project management role, such as Operations for Customer Success, Revenue Operations, or a related field.
- Experience in supporting and scaling CS teams with 20+ people.
- Experience in the tech or SaaS industry, with a strong understanding of customer success principles.
- Strong analytical and quantitative skills with expertise in setting KPIs, creating reports, and tracking metrics to measure team efficiency.
- Hands on experience administering and optimizing CRM and CS tools (e.g., Gainsight, HubSpot, Salesforce, ChurnZero, Intercom, Rocketlane, Gong, Tableau).
- Ability to handle data manipulation and reporting, including proficiency in Excel/Google Sheets, BI tools, and SQL (a plus).
- Excellent communication skills, both verbal and written.
- Proven track record of thriving in cross-functional roles, working autonomously in fast-paced, high-growth environments, and delivering impactful outcomes with limited guidance.
It will be considered a plus:
- Change management and enablement experience, including designing and implementing training programs or process rollouts.
- A proven track record of scaling processes and teams in a high-growth environment.
- Client-facing experience, with the ability to build strong relationships.
- Experience in working with and deploying advanced AI tooling.
Benefits
- Purposeful work: Be a part of a mission-driven company that is solving real-world problems and improving the lives of people around the world.
- Growth Opportunities: Spare is growing fast and there is uncapped potential for rapid advancement of motivated high performers on our team!
- Market-competitive pay: We benchmark roles annually to attract and retain top talent. For Growth roles, we also offer a competitive commission/bonus structure that rewards strong performance.
- Stock options: Enjoy the feeling of ownership. All Spartians are provided stock options, so you can share in the growth and success of Spare!
- In-office collaboration: If you're in Metro Vancouver, you have the option to work out of our HQ located downtown. If you're located elsewhere, you'll have access to CA$200/month to spend on a coworking membership to work together with team members in your city.
- Home office allowance: We recognize the importance of a productive home office setup to help you do your best work, which is why we provide a CA$1,000 home office allowance.
- Team offsites & socials: We love the flexibility of remote work, and we also value the importance of in-person connection. Each team has an annual budget for travel and accommodations to get together for a team offsite or hackathon. Plus you have access to a CA$50 monthly budget to socialize with other Spartians in your city - go out for a meal or hit up a karaoke spot!
- Health insurance: We offer a fully-paid health insurance package for you and your dependents that includes prescription drug, paramedical, mental health, dental, life insurance, travel insurance, and Employee Assistance Program.
- Lifestyle Spending Account: We offer CA$500 per year Lifestyle Spending Account (taxable benefit), which you can use to get reimbursed for a variety of expenses including education, wellness, transportation, and childcare/pet care.
- Paid time off: Along with your three weeks of annual vacation, we offer unlimited sick days and have company-wide shut-down days to help you rest and recharge.
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