RouteThis Hiring for Customer Success Operations Manager at Remote Full Time

Customer Experience Operations Manager
RouteThis is a Waterloo-based B2B SaaS business whose time has come to level up! We’re on a mission to intelligently automate customer support services with market leading software solutions that keep the modern, Wi-Fi connected homes of the future optimized.
Our products are changing the world of technical support and we are looking for amazing talent to join our team and help us revolutionize this $15 billion dollar industry.
Our Customer Experience team is growing, and we are searching for an Operations Manager that will be responsible for implementing, building, and maintaining the systems that RouteThis Customer Experience employees follow during the Customer Lifecycle. You will be given projects to standup our first CS system (Gainsight, Churnzero, etc.), set up tracking and reporting of KPIS, build/improve accurate health scoring and forecasting, monitor/report client usage insights and use this data to recommend relevant client programs/playbooks, and overall help align our team to data-driven insights and health scoring.
In this role you will:

• Help evaluate and select a CS platform vendor
• Build our CS health scoring process from scratch and implement inside the CS platform
• Build workflows and dashboards that analyze client data and trigger actions for the team
• Develop and implement scaled client programs and associated playbooks for Client Managers using a data driven approach.
• Monitor and report client usage insights and use these findings to recommend relevant client programs, playbooks, and offerings.
• Develop methodology and reporting to detect early signals of at-risk renewals or upsell opportunities
• Maintain client health scoring and reporting while implementing improvements over time
• Partner with the Internal Systems and Ops teams to define data requirements and definitions for key KPIs
• Identify and implement new processes to increase automation and efficiency of the Client Success functions
• Ensure all processes are well documented, understood, and maintained
• Evaluate the effectiveness of existing tech process and provide recommendations
• Maintain Salesforce data hygiene and complete changes/administration for Customer Success
• Previous experience successfully implementing a CS platform is a must
• Experience building and maintaining customer health scoring for a team of 20+
• Proven track record of turning data into changes/programs that can help improve CS performance
• Nice to have: creating and implementing these programs and rolling them out to CS
• Experience creating accurate forecasting based on health scoring
• Experience automating lifecycle interactions based on customer activity and internal team input

Requirements
You bring to the table:

• Experience successfully implementing Gainsight, Churnzero, or similar to drive growth and automation
• Experience applying continuous evaluation to new programs
• 4+ years in CS Roles, including at least 3 years in a SaaS Ops role

Do you feel like you’re able to tackle this role? Show us what you got! We absolutely don’t expect applicants to check off every box for any of our positions, and welcome you to apply if you feel like you are an excellent fit.
Who we are:
RouteThis is a fast-growing tech company that is changing the way ISPs and Smart Home companies handle technical support around the world. Instead of dealing with frustrating, long support calls where agents are unable to accurately identify issues, the RouteThis platform gives technical support teams the answers they need to immediately identify and resolve customers’ issues – or help customer to solve it themselves before even needing to call.
We are headquartered in the Waterloo Region and our customers are all over the globe.
If you want to work on the next generation of network diagnostics that provides a disruptive new approach for tech support teams, you should be working at RouteThis!
Benefits
Why RouteThis?

• Growth: As a rapidly growing startup, we’re constantly facing new challenges and prefer to promote from within. By working with us, you can jumpstart and shape your career.
• Team: At RouteThis you’ll be working on a highly-motivated team full of the best talent you can find. We’re carefully selective on who we hire as we’re a close team.
• Fun: Monthly team social events, and weekly team lunches and happy hours are all part of our culture. We never forget that work should also be fun.
• Perks & Benefits: We offer competitive salaries and a generous benefits package.
• Location: Located in the Waterloo-region in downtown Kitchener, we offer flexible work arrangements including hybrid and virtual options.

Please note: We thank all applicants for your interest in RouteThis. Only those applicants selected for an interview will be contacted. Agency calls will not be accepted.
RouteThis is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. Please let us know if you require an accommodation due to a disability and we will work with you to address your needs.

Job Type: Full-time