Client Operations Manager

This is your chance to build a meaningful career in a high-growth, entrepreneurial environment as we lead the charge towards IPO. If you're ready to challenge the status quo and make an impact, we invite top talent to join us on this exciting journey.

Why BoomerangFX?
BoomerangFX is a global SaaS growth platform built for private-pay healthcare, powering thousands of clinics across aesthetics, wellness, functional medicine, and specialty care. Our platform integrates practice management, digital marketing, AI-driven lead conversion, and education into a single operating system designed to scale high-performance clinics worldwide.

As we continue to scale rapidly across North America and internationally, client experience is a critical competitive differentiator. We are investing in senior leadership to elevate how clients engage with, adopt, and grow on the BoomerangFX platform.

Summary Of the Role
The  Client Operations Manager  is responsible for driving operational excellence across the Customer Success organization through data, reporting, and customer health analytics. This role owns the administration, optimization, and ongoing management of Churn Zero while ensuring leadership has accurate, actionable insights into customer performance, adoption, retention, and operational metrics.

The successful candidate is highly analytical, detail-oriented, and passionate about using data to improve customer outcomes and operational efficiency.

Key Responsibilities
Customer Success Operations

Own the day-to-day administration and optimization of Churn Zero.

Maintain customer health scoring models and identify opportunities for improvement.

Configure customer journeys, segments, alerts, success plays, and automation within Churn Zero.

Ensure customer data integrity through ongoing audits and system maintenance.

Partner with Customer Success leadership to continuously improve operational processes.

Reporting & Analytics

Produce daily, weekly, and monthly executive reporting for Customer Success leadership.

Monitor key performance indicators including:

Product Adoption

Churn Risk

Retention & Renewal Metrics

CSM Activity

Time-to-Value

Customer Satisfaction Metrics

Identify trends, risks, and opportunities through detailed analysis.

Present actionable recommendations based on customer data.

Operational Excellence

Develop dashboards and executive scorecards for leadership.

Monitor Customer Success team performance against established KPIs.

Track client lifecycle metrics from onboarding through renewal.

Identify operational bottlenecks and recommend process improvements.

Support forecasting activities related to customer retention and renewals.

Cross-Functional Collaboration

Work closely with Customer Success, Sales, Product, Finance, and Implementation teams.

Support executive leadership with ad hoc analysis and strategic reporting.

Assist with quarterly business reviews and executive presentations.

System Ownership

Serve as the internal subject matter expert for Churn Zero.

Manage system configurations, permissions, workflows, and automation.

Coordinate new feature implementations and best practices.

Develop documentation and internal training materials.

Work with vendors and internal technical teams on integrations and enhancements.

Qualifications

Bachelor's degree in business, Finance, Analytics, Operations, or related field.

3+ years in Customer Operations, Revenue Operations, Business Operations, Customer Success Operations, or Analytics.

Experience administering Churn Zero or a similar Customer Success platform (Gainsight, Totango, Planhat, etc.).

Strong analytical and reporting skills.

Experience with Power BI, Tableau, or similar visualization tools is considered an asset.

Experience working with CRM platforms such as Hub Spot or Salesforce.

Excellent communication and presentation skills.

Highly organized with exceptional attention to detail.

Analytical Thinking

Data Interpretation

Process Improvement

Customer Success Operations

Executive Reporting

Project Management

Critical Thinking

Problem Solving

Time Management

Success Measures

Accuracy and timeliness of executive reporting.

Data quality and integrity within Churn Zero.

Continuous improvement of customer health scoring and reporting.

Increased visibility into customer risks and opportunities.

Adoption of operational dashboards by leadership.

Reduction in manual reporting through automation.

Identification of actionable insights that improve customer retention and operational performance.

Reporting Structure

Reports To:

Sr Director of Enterprise Operations

Works Closely With:

Customer Success Leadership

Finance

Product

Implementation

Job Type
Full-time Permanent

Pay
$75,000 – $85,000 + 15% performance-based bonus

Benefits

Automatic eligibility to participate in the Company’s stock option plan after six (6) months of continuous employment

5 days in Office in Mississauga, ON

Comprehensive health, dental, and vision coverage

Paid vacation to rest and recharge

Free on-site parking for your convenience

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