Who We Are GPS Insight offers leading technology for organizations that have drivers and technicians in the field, fleets of vehicles, trailers, and other mobile assets. We provide innovative fleet solutions that include vehicle and asset tracking, in-cab smart cameras, field service software, and compliance management. We know that when you invest in high-performance technology, you achieve results and maximize your return. We feel the same way about our people at GPS Insight. They are what allow us to build world-class solutions that make us leaders in the fleet and field service management space. They are what enable our customers' success. They are our greatest asset. As a result, we take pride in a workplace committed to those who make us go. Our commitment to growth enables us to push the telematics and field service operations industries forward. It's rooted in our products, embedded in our culture, and reflected in our team-first values. We're looking for the right people to jump onboard with us. Are you ready to take the ride? What We Need We are looking for a Customer Success Operations Manager who will play a key role in ensuring the seamless execution and optimization of Customer Success processes. As a member of the Revenue Operations Team and a strategic partner to the VP of Customer Success, you will be responsible for streamlining workflows, providing actionable insights through data analysis, and championing technology stack updates to drive customer satisfaction and retention. This role is ideal for someone who is highly analytical, process-driven, and has a deep understanding of Salesforce, along with other customer-facing tools. This role will be based out of our Scottsdale, AZ or Edmonton, AB Office. What You'll Do Data Analysis & Reporting: * Analyze Customer Success metrics (e.g., retention rates, churn, customer health scores, NPS) and provide actionable insights to improve outcomes. * Monitor trends, identify potential areas of improvement, and present data-driven recommendations to senior leadership. * Manage creation of dashboards and reports in Salesforce and other tools to track key success metrics. Process Documentation & Optimization: * Document, standardize, and optimize Customer Success workflows and processes across the entire customer lifecycle. * Collaborate with the Customer Success leader to continuously improve processes, including onboarding, renewals, escalations, and customer feedback loops. * Develop and maintain playbooks for Customer Success teams, ensuring consistency and best practices are followed. Salesforce & Tech Stack Management: * Serve as the Salesforce SME for the Customer Success team, ensuring CRM system is configured to support Customer Success needs (e.g., custom fields, reports, workflows). * In collaboration with our Salesforce Admins & Director of Strategic Projects, continuously evaluate and implement new tools and technologies that can improve Customer Success operations (e.g., customer health tracking, success plan management). * Train the Customer Success team on best practices for using the tech stack, ensuring adoption and efficiency. Collaboration & Strategic Partnership: * Work closely with the Customer Success leadership to understand strategic priorities and translate them into operational processes. * Serve as the bridge between the Customer Success team and Revenue Operations, ensuring alignment with broader company goals (e.g., growth, retention, cross-sell). * Collaborate with Sales Operations, Marketing, and Product teams to ensure smooth handoffs and data flow across departments. Forecasting & Planning: * Assist in the development of Customer Success forecasting models, tracking customer renewals, upsells, and other key activities to inform revenue projections. * Provide actionable insights to help drive customer retention and expansion strategies. Requirements Experience: * 3+ years of experience in Customer Success Operations, Revenue Operations, or similar roles within a SaaS organization. * Proven experience with Salesforce (Sales Cloud & Service Cloud) and other tools within the customer success tech stack (e.g., HubSpot, AskNicely). * Strong experience with data analysis and reporting tools, and the ability to translate data into actionable insights. * Hands-on experience with process documentation, workflow optimization, and cross-functional collaboration. Skills and Competencies: * Strong analytical mindset with a knack for trend spotting and data-driven decision-making. * Excellent project management skills, with the ability to manage multiple initiatives and priorities simultaneously. * In-depth knowledge of Customer Success workflows, including onboarding, renewals, churn prevention, and customer feedback loops. * Familiarity with advanced Salesforce reporting and dashboards (ability to create custom reports, lists, and automate processes). * Proficiency in Microsoft Excel/Google Sheets for data manipulation and reporting. * Excellent communication and interpersonal skills, with the ability to partner effectively with stakeholders at all levels. What We Offer * Fast paced and rapidly growing environment * Chance to deliver mission critical data that drives the operations of our economy * Opportunity for professional growth and development * Possibility to learn new and cutting-edge technologies, in an environment that encourages new ideas * There's more as well! Speak with us to find out all details! Benefits * 401(k) matching * Full Health Benefits (Health, Vision, Dental) * Employee assistance program * Flexible spending account * Health savings account * Life insurance * Paid time off