CS Operations & Onboarding Specialist

We are on the search for a CS Operations & Onboarding Specialist! We are seeking someone ready to roll up their sleeves to support our Revenue Operations team. Reporting to our Sales Operations Manager, you will be responsible for driving process improvement and automation across the customer lifecycle, project-managing customer onboarding from kickoff through go-live, owning renewals and CSM responsibilities for our smaller accounts, and serving as the first line of support for our Renewals and Customer Success inbox and ticketing queue.

• Process Improvement & Automation
  • Serve as the Rev Ops planner for the Customer Success team - own automation initiatives and drive continuous process improvements and workflow optimization across the customer lifecycle.
  • Lead process improvement and administration projects with our regional Business Partners, ensuring our processes scale cleanly as the partner network grows.
  • Act as a trusted point of contact for our EMEA Business Partner network, providing guidance on tools, process, and account questions to help them succeed with their customers.
• Onboarding Program Management
  • Act as project manager for new customer onboarding, partnering with Professional Services to build and roll out onboarding processes and documentation for key accounts.
  • Coordinate end-to-end onboarding for new customers, from initial contact through go-live and beyond.
  • Act as the primary point of contact for customers during onboarding, resolving questions and concerns promptly.
  • Partner with Sales, Customer Success, Professional Services, Customer Support, and Business Partners to ensure cross-functional alignment and resolve onboarding issues.
  • Build and maintain onboarding plans, timelines, and documentation to keep every project on schedule.
  • Track project progress and provide regular status updates to customers and internal stakeholders, including recurring syncs with Business Partners and Professional Services.
• Renewals & Customer Success
  • Serve as CSM for a portfolio of smaller accounts (under $10K ARR), managing product requests, demos, upsell opportunities, and churn prevention.
  • Act as the focal point for data-related requests - backups, selective data restoration, and account splits - from quoting through fulfillment and customer communication.
  • Ensure data integrity and reliable information flow across our billing and CRM systems.
• Support Operations
  • Serve as the first point of contact for the Renewals/Customer Success inbox and support ticketing queue.
  • Monitor, triage, and assign incoming tickets across the team.
  • Own SOP approvals and documentation for the team.

• 3+ years of relevant experience in customer success, onboarding, renewals, or revenue operations within a SaaS/CRM or related industry.
• Proven project management skills, with experience building and managing onboarding plans, timelines, and cross-functional stakeholders.
• A track record of managing multiple priorities in a deadline-driven environment with a high degree of autonomy in a fast-paced, rapidly changing environment.
• Accuracy, analytical skills, and attention to detail, especially when handling account and billing data.
• Strong communication and relationship-management skills, comfortable acting as a primary point of contact for customers and internal stakeholders alike.
• Experience triaging and resolving tickets in a helpdesk/ticketing tool (e.g., Zendesk) is an asset.
• Familiarity with CRM, billing, and quoting systems, and comfort learning new internal tools quickly.

• Competitive Salaries with RRSP matching program
• Generous paid vacay and sick days
• A powerful Laptop
• Budget for courses, books, and personal development
• Peer to peer recognition and rewards
• Team building events, happy…