Customer Success Operations Manager

We’re hiring a Customer Success Operations Manager to continue building the operational engine that powers our CS, Launch, and Support teams. This role is critical to how we scale: your systems, workflows, and insights will directly influence how quickly customers realize value, how accurately we forecast renewals and expansions, and how efficiently our teams operate. You will enhance how customer data flows through our stack, strengthen the workflows teams rely on daily, and provide the visibility leadership needs to make confident decisions.

This is a high-impact builder role ideal for someone who is curious, capable, and highly technical, with a strong instinct for refining processes, mapping and improving workflows, and using AI tools and automation to remove friction. You should enjoy diagnosing where operations can become sharper, spotting inefficiencies, and turning real-world 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 will give you the ownership and impact you’re looking for.

Our Spare HQ is in Vancouver - BC, but this position is open to remote work options across Canada or the United States. 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.

Responsibilities

• 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.
  

• 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.
  

• 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, team dashboards, that give leadership a clear view of trends, risks, and opportunities.
  

• 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.

• 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, and HQ meetings, customer visits as needed.

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification in the job posting.

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

• 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. Learn more about the impact we're making in our 2024 Global Impact Report

• 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!

• Flexible work: Work remotely from anywhere in Canada, in your own time zone.

• In-office collaboration: If you're in Metro Vancouver, you have the option to work out of our HQ located downtown, close to Waterfront Station. 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.

Spare's mission is empowering everyone to unlock the potential of mobility.

Spare is the future of shared transportation. We’re revolutionizing how the busy mom from Dallas, the retired teacher from Oslo or the aspiring entrepreneur from Tokyo experiences transportation, by partnering with transportation providers around the world to enable worry-free, efficient, flexible, and automated on-demand solutions.
From the daily commute to non-emergency hospital visits, last-minute lunches, and leisurely trips to the museum, our technology makes people’s lives easier and transit more equitable both for those with specialized mobility needs and those without.
With Spare’s Platform, which includes a feature-rich admin web-panel, as well as rider and driver apps, transportation providers can break free from para and microtransit silos and provide holistic demand-responsive services that give each rider exactly what they need. We also help cities easily optimize their transit network so that the entire transportation ecosystem works better together.
At Spare, nothing is impossible. We think safe, affordable, scalable and eventually autonomous transportation is the right way forward. Join us for the ride!

At Spare, we don't have a strict set of values, but rather a set of Guiding Principles that represent the most successful people at Spare.

🗝️ Take Ownership
⛰️ Growth Mindset
🚨 Execute with Urgency
🚌 Drive Results
💩 No Assholes
🤩 Customer-Obsession

You can read more about our culture (and how we work) here