Senior Manager of Customer Success Operations & Systems
Toronto
CA$91,401 - CA$106,025/yearly
Senior Level
Top Benefits
Company equity
Generous time off
Health benefits
About the role
Who you are
- 7+ years of experience in Customer Success Operations, Customer Operations, or CS Systems roles
- Proven experience owning and evolving Customer Success systems and workflows at scale
- Strong process design and systems thinking, with the ability to design scalable, end-to-end customer workflows and operating models
- Hands-on experience working within CRM platforms, including building and optimizing workflows, automation, permissions, and case management
- Experience defining and improving prioritization, routing, and escalation models, and driving operational performance and efficiency
- Ability to translate business and operational needs into durable system and process solutions
- Experience leading cross-functional systems initiatives, influencing stakeholders, and driving change without direct authority
- Experience leading teams, including prioritization, roadmap ownership, and systems governance
What the job involves
- We’re hiring a Senior Manager to own and scale the business systems and workflows that power our Customer Support and Customer Success teams
- This role is focused on support operations — designing case management workflows, SLAs, routing, and automation to drive a consistent, high-quality customer experience at scale
- You’ll combine hands-on system ownership with process design and team leadership
- Drive systems and process changes across Customer Success, prioritizing initiatives based on business impact and operational needs
- Own the design and evolution of Customer Success workflows, including case management, prioritization, routing, and escalation models within Salesforce, ensuring scalable operations and strong customer outcomes
- Lead the evolution of contact centre tooling (e.g., Salesforce Omni-Channel, Amazon Connect) to support scalable, high-performing Customer Success teams
- Drive automation and process improvements to reduce manual effort and improve consistency across the customer lifecycle
- Lead cross-functional initiatives with Customer Success, Product, Engineering, Data, and Internal Systems
- Lead and develop the CS Optimization team, including prioritization, roadmap ownership, and systems governance
Benefits
- Company Equity
- Generous Time Off Program
- Health Benefits
- Flexible Health and Wellness Plan
- New Parent Support Program
- Employee Assistance Program
- Professional Development
- Volunteer Program
- Monthly Lunches
- Indoor Bike Racks
Not the right fit? Search for Manager of Customer Success Operations & Systems jobs in Toronto
About TouchBistro
Software Development
501-1000
TouchBistro is an all-in-one POS and restaurant management system that makes running a restaurant easier.
Providing the most essential front of house, back of house, and guest engagement solutions on one powerful platform, TouchBistro helps restaurateurs streamline and simplify their operations – allowing them to spend less time manually connecting the dots, and more time connecting with guests and growing their business.
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Senior Manager of Customer Success Operations & Systems
Toronto
CA$91,401 - CA$106,025/yearly
Senior Level
Top Benefits
Company equity
Generous time off
Health benefits
About the role
Who you are
- 7+ years of experience in Customer Success Operations, Customer Operations, or CS Systems roles
- Proven experience owning and evolving Customer Success systems and workflows at scale
- Strong process design and systems thinking, with the ability to design scalable, end-to-end customer workflows and operating models
- Hands-on experience working within CRM platforms, including building and optimizing workflows, automation, permissions, and case management
- Experience defining and improving prioritization, routing, and escalation models, and driving operational performance and efficiency
- Ability to translate business and operational needs into durable system and process solutions
- Experience leading cross-functional systems initiatives, influencing stakeholders, and driving change without direct authority
- Experience leading teams, including prioritization, roadmap ownership, and systems governance
What the job involves
- We’re hiring a Senior Manager to own and scale the business systems and workflows that power our Customer Support and Customer Success teams
- This role is focused on support operations — designing case management workflows, SLAs, routing, and automation to drive a consistent, high-quality customer experience at scale
- You’ll combine hands-on system ownership with process design and team leadership
- Drive systems and process changes across Customer Success, prioritizing initiatives based on business impact and operational needs
- Own the design and evolution of Customer Success workflows, including case management, prioritization, routing, and escalation models within Salesforce, ensuring scalable operations and strong customer outcomes
- Lead the evolution of contact centre tooling (e.g., Salesforce Omni-Channel, Amazon Connect) to support scalable, high-performing Customer Success teams
- Drive automation and process improvements to reduce manual effort and improve consistency across the customer lifecycle
- Lead cross-functional initiatives with Customer Success, Product, Engineering, Data, and Internal Systems
- Lead and develop the CS Optimization team, including prioritization, roadmap ownership, and systems governance
Benefits
- Company Equity
- Generous Time Off Program
- Health Benefits
- Flexible Health and Wellness Plan
- New Parent Support Program
- Employee Assistance Program
- Professional Development
- Volunteer Program
- Monthly Lunches
- Indoor Bike Racks
Not the right fit? Search for Manager of Customer Success Operations & Systems jobs in Toronto
About TouchBistro
Software Development
501-1000
TouchBistro is an all-in-one POS and restaurant management system that makes running a restaurant easier.
Providing the most essential front of house, back of house, and guest engagement solutions on one powerful platform, TouchBistro helps restaurateurs streamline and simplify their operations – allowing them to spend less time manually connecting the dots, and more time connecting with guests and growing their business.