[Hiring] Customer Success Operations Specialist @Cardata

Role Description

Cardata is looking for a Customer Success Operations Specialist to strengthen how we equip our customer-facing teams and educate our customers. You’ll connect Customer Success, Product, Support, Implementation, and Product Marketing, making sure product changes are understood, customer questions are heard, and the right training and communications reach the right people. This is an operations and enablement role. Your focus will be building repeatable processes, resources, and communications that help the whole CS team succeed.

• Meet with Product at the end of each sprint to understand what has been completed, when it will be released, and which customers will benefit.
• Translate release notes into practical training for CS and Support, including feature demonstrations, customer use cases, talking points, and answers to likely questions.
• Help CSMs explain the value of new features and identify opportunities to introduce them to existing customers.
• Monitor questions from CSMs and customer admins to spot knowledge gaps, then develop group training, individual coaching, or resources to address them.
• Regularly review and verify internal documentation in Guru so customer-facing teams can rely on it.
• Plan and manage communications to drivers, admins, and customer contacts, using Mailchimp to reach the right audiences with clear, timely information.
• Demonstrate new features to existing customers through webinars or other training sessions, and answer questions about how to use them.
• Partner with Product Marketing to create customer enablement materials, including emails, webinars, guides, and certifications.
• Share customer insights with Product Marketing to help shape customer campaigns, then brief the CS team on upcoming campaigns and how they can use them in customer conversations.
• Work with the Implementation Specialist to develop live and self-serve training, using tools such as Loom and Navattic where appropriate.
• Work with Support to identify ticket trends by program type, customer segment, and account, and translate those trends into useful insights for CS and Product.
• Bring recurring customer questions, feedback, and adoption barriers to Product as a trusted voice of the customer.
• Turn repeated questions into practical resources, such as videos, guides, and one-pagers, and improve those resources based on how teams and customers use them.

Qualifications

• 3-5 years of experience in Customer Success Operations, customer enablement, customer education, or a related role.
• The ability to learn a product in depth and explain complex features in clear, useful language for internal teams and customers.
• Experience developing and delivering training, product demonstrations, and written enablement materials.
• Hands-on experience with Mailchimp or a similar platform for building, segmenting, and sending customer communications.
• Strong writing, facilitation, and project management skills, with the ability to coordinate work across several teams.
• Comfort using customer feedback, support trends, and recurring questions to decide where training or documentation is needed.
• Experience with knowledge and training tools such as Guru, Loom, or Navattic is an asset.
• Hands-on experience with Customer Success and Support tools such as Gainsight, Zendesk, and Hubspot is an asset.

Requirements

• In line with Ontario’s Pay Transparency legislation, the expected base compensation for this role is $75,000–$90,000 CAD annually (dependent on experience and competency).

Benefits

• Remote work and flexible working hours.
• Mentorship and development opportunities (to help you achieve your career goals!).
• Extended medical & dental benefits.
• Healthcare spending account.
• $3,000 annual Health and Wellness Spending Account to support your overall wellbeing.
• Employee assistance program (EAP).
• Flexible (Unlimited) Time Off: No annual cap on vacation, supported by a trust-based, flexible approach to time away.