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Customer Success Operations Manager

SpellbookRemote - CanadaFinance
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Salary
$116K - $145K CAD
Job type
Full-time
Work mode
Remote
Posted
4 Sept 2026
Status
Open · checked 7d ago

About this role

Spellbook is seeking a remote Customer Success Operations Manager in Canada to establish and lead our first dedicated post-sale operations function. This role suits an operational builder who wants to design GTM systems and reporting structures that empower customer-facing teams to scale efficiently.

Role Overview

The Customer Success Operations Manager serves as the foundational architect for all post-sale systems, reporting layers, and administrative workflows at Spellbook. This position reports directly to leadership to remove operational friction, build accurate renewal forecasting models, and support go-to-market strategies. By partnering with revenue operations and customer success teams, the professional in this role ensures that department practices align with broader company objectives.

Key Responsibilities

Own end-to-end post-sale reporting metrics including net retention rate, gross retention rate, logo and dollar churn, seat activation, and CSM capacity.
Build precise renewal and churn forecasting frameworks alongside risk-scoring signals and associated action playbooks.
Manage the post-sale technology stack and data model, overseeing administrative functions for platforms like Vitally and HubSpot.
Design operational models for customer segmentation, coverage, onboarding, quarterly business reviews, and escalation workflows.
Connect cross-functional projects by bridging the data gaps between sales handoffs, support escalations, and product feedback loops.

Requirements

Minimum of 5 years of professional experience in Customer Success Operations, Revenue Operations, or GTM Systems within B2B software environments.
Demonstrated background in building a post-sale operations function from the ground up.
Technical or business administration experience using a dedicated Customer Success platform.
Fluent CRM reporting capabilities and familiarity with business intelligence tools such as Omni.
Working knowledge of post-sales metrics including time-to-value, customer adoption, and capacity planning.
Proven ability to drive internal adoption across customer-facing teams without holding direct authority over them.
Excellent project management, organizational, and written or verbal communication skills.

Skills and Tools

Customer Success Platforms (Vitally)
CRM and Hubspot Administration
BI Tools (Omni)
NRR, GRR, Churn, and Forecasting Analytics
LLMs, AI Agents, and Process Automation Tools
Project Management and Workflow Design

Salary and Benefits

Annual base salary ranging from $116,000 to $145,000 CAD.
Comprehensive company-paid group health benefits for employees and their families, including $1,000 toward mental health support.
Generous paid time off policies alongside a company-wide holiday closure.
Annual wellness allowance, monthly paid meals, and parental leave top-ups.
Competitive stock option grants as an early team member.

About the Company

Spellbook provides a comprehensive artificial intelligence copilot tailored for transactional lawyers and legal teams. Operating directly within Microsoft Word, the platform assists professionals with drafting, reviewing, and negotiating contracts. Over 4,000 law firms, solo practitioners, and corporate in-house teams rely on the software. The company is backed by prominent investors including Khosla Ventures, Thomson Reuters Ventures, and Inovia Capital, following a recent $50 million Series B funding round.

How to Apply

Interested candidates should submit their application directly on the official Spellbook careers page.

Questions candidates ask

What is the location requirement for this role?

This position is fully remote within Canada.

What is the salary range for the Customer Success Operations Manager?

The annual salary range is between $116,000 and $145,000 CAD.

How much experience is required?

Candidates must have at least 5 years of experience in Customer Success Operations, Revenue Operations, or GTM Systems at B2B software companies.

What technical tools will I manage?

You will manage post-sale platforms such as Vitally and HubSpot, along with CRM systems and BI tools like Omni.

Is this a brand new function at the company?

Yes, this is the first dedicated Post-Sales Operations role at Spellbook, giving you the opportunity to define and build the function.

Ready to apply?

The application is on the official Spellbook careers page.

Apply on company site