We 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:
- 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 Artificial 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 onboard and upskill 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 provide a CA$1,000 home office allowance to set up a productive home office environment.
- Team offsites & socials: We value 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!
- 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) for education, wellness, transportation, childcare/pet care, and more.
- Paid time off: Along with your three weeks of annual vacation, we offer unlimited sick days and company-wide shut-down days to help you rest and recharge.
About Spare
Spare’s mission is empowering everyone to unlock the potential of mobility. Spare is the future of shared transportation. We’re revolutionizing how people from all walks of life experience transportation by partnering with transportation providers around the world to enable worry-free, efficient, flexible, and automated on-demand solutions.
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. We also help cities optimize their transit networks to ensure 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!
Guiding Principles
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
Culture at Spare
You can read more about our culture (and how we work) here.
To apply for this job please visit sparelabs.pinpointhq.com.
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