Job title: Customer Experience Operations Manager

Location: The candidate must be located in Canada or USA. Our HQ office is located in Toronto, ON, Canada, but the role is remote/hybrid/flexible. 

Reports to: VP of Customer Experience

About the Role

To achieve our ambitious goals, we are seeking a strategic, data-driven Customer Experience Operations Manager to optimize our post-sale customer journey and drive measurable improvements in customer retention, expansion, adoption, and customer lifetime value. This role will serve as the analytical and operational backbone of our Customer Experience organization while maintaining tight alignment with our Product, Marketing and RevOps functions to ensure seamless customer lifecycle management from prospect to retention.

What You’ll Do

In this role, you will be responsible for the following:

Customer Experience Analysis

• Own metrics and KPIs for Customer Support & Customer Success (e.g. First Response Time, Ticket Volume, Resolution Time, NPS, CSAT, GRR, NRR, Conversion, Usage, etc.)
• Build and maintain dashboards, pull regular reports, perform data analysis, and surface insights & trends
• Design and implement comprehensive analytics frameworks to measure customer health, adoption patterns, and expansion opportunities
• Ensure data quality, consistency, and that reporting systems are accurate
• Collaborate with leadership to set goals, monitor performance, and report to the Board and Executive Team
• Own and continuously improve forecasting and capacity planning in partnership with Support Leadership
• Support revenue forecasting accuracy by providing insights on GRR and NRR trends, expansion pipeline health, and retention risks
• Conduct deep-dive analyses on customer segments to identify optimization opportunities across onboarding, adoption, and retention workflows
• Create and maintain executive-level reporting and dashboards that connect customer success metrics to revenue outcomes and business growth

Operational Excellence & Process Design

• Lead cross-functional projects that span CX (Support & Success) and other teams (Product, Marketing, Engineering, RevOps, etc.)
• Define, optimize, and document CX specific processes and workflows (ticket flows, escalations, handoffs, onboarding, health score, playbooks, etc.)
• Drive continuous improvement: identify bottlenecks, propose process enhancements, lead change management
• Design automated workflows and triggers for proactive customer outreach based on usage patterns, milestone achievements, and risk indicators
• Establish standardized methodologies for measuring and improving key CX metrics: time-to-value, feature adoption rates, support ticket resolution, and customer satisfaction scores
• Create feedback loops between customer success activities and GTM strategy to inform product development and go-to-market positioning

Technology & Data Infrastructure

• Own Customer Experience tool evaluation, implementation, integrations, optimizations (Zendesk, CRM, CSP, analytics, etc.)
• Build and maintain automated reporting capabilities that provide real-time visibility into customer health and team performance
• Evaluate and implement new technologies to enhance customer success team efficiency and customer experience quality

Who You Are

• 4–6+ years of experience in CX, RevOps, or business operations within B2B SaaS with demonstrated progression in analytical complexity and strategic impact
• You’re a data-driven problem solver who’s passionate about creating simple, scalable systems that make life better for both customers and teams.
• You combine analytical rigor with strategic thinking — equally comfortable building dashboards, managing cross-functional projects, and translating insights into business impact.
• Experience working cross-functionally with Sales, Marketing, and Customer Experience teams, you have a deep understanding of the SaaS customer lifecycle and revenue mechanics.
• You’re adept at using data to uncover opportunities, forecast performance, and improve customer outcomes.
• You’re fluent in the tools that power modern CX — CRM and CS platforms like HubSpot, Salesforce, and Gainsight — and you’re comfortable digging into SQL or BI tools to uncover insights that drive better decisions.
• Highly organized and decisive, you’re as willing to dive into the details as you are to shape the bigger picture — a strong communicator who turns complexity into clarity and action.
• Strong analytical mindset with ability to translate complex data into actionable business insights and strategic recommendations
• Experience building predictive models and cohort analyses to forecast customer behavior and revenue outcomes
• You’re highly organized, curious, and collaborative — someone who values clarity, teamwork, and progress over perfection
• You give and receive feedback well, set clear expectations, and keep stakeholders informed and aligned.

Our Perks and Benefits:

• Unlimited Vacation: We believe you can be highly productive and still have plenty of time for life outside of work.
• Generous health benefits plan: Coverage starts from Day 1 and includes vision & dental.
• RRSP / 401K matching program for retirement savings.
• Choose your device: Are you Team Windows or Apple? You shouldn’t have to compromise, especially if you work more efficiently on a specific operating system. When you join us, you get to pick!
• Home Office Allowance: $500/year to ensure your home office is set up for optimal comfort and productivity.
• Health & Wellness Allowance: $750/year to support your health & wellness-related goals and hobbies.
• Learning & Development Allowance: $1,000/year to explore a new skill, attend a conference, read some new books, etc.
• Sprout Family: Receive personalized support for the family-building process, accessing top-quality care. Schedule a consultation with Sprout's Team for guidance, education, coaching, and assistance in finding a top provider, addressing medical, legal, or regulatory concerns throughout your journey. Currently for Canadian Employees Only
• Inkblot: Access to one of Canada's leading digital mental health companies, focusing on offering secure online video counseling through our corporate mental health programs and individual counseling services. Currently for Canadian Employees Only
• Fully Remote: Work from the comfort of your own home with the choice to access our downtown Toronto office for a change of scenery.
• Events & Free Lunches: We prioritize weekly team bonding and monthly company-wide social events with a lunch stipend. We pride ourselves on maintaining a culture where everyone feels engaged, inspired, and excited to come to work every day.