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CX Operations Manager

  • Remote
    • Toronto, Canada

Job description

At AgencyAnalytics, we empower marketing agencies with cutting-edge tools to streamline their reporting processes and elevate client relationships. As a leading B2B SaaS company, we specialize in providing automated reporting software tailored to the unique needs of marketing professionals worldwide. Our mission is to revolutionize how agencies analyze and communicate data, helping them achieve better results for their clients.


As a key member of the Revenue Operations team, the Customer Experience Operations Manager will be instrumental in achieving operational excellence and leading strategic initiatives that enable our Customer Success and Support teams to thrive.

If you’re a seasoned CX Operations professional with a strategic mindset, sharp critical thinking skills, and a passion for delivering impactful results, we want to hear from you.


Your Role

As the CX Operations Manager, you’ll own the operational backbone of our Customer Success and Support teams and ensure they are equipped to deliver exceptional customer outcomes. This role combines strategic thinking, operational execution, and proactive problem-solving to refine onboarding, drive expansion, and reduce churn. You’ll work cross-functionally to align processes, leverage data, and scale customer success operations to maximize impact.


Key Responsibilities

  • Manage day-to-day operations for our Customer Success and Support teams

  • Lead efforts to refine and scale customer onboarding, retention and growth, focusing on improving metrics like Churn Rate, NRR, NPS, CSAT, and TTV.

  • Develop and maintain predictive measures to identify churn risks and expansion opportunities using customer behaviour and in-app data.

  • Design and implement workflows that reduce inefficiencies and enhance team productivity.

  • Partner with Data and Insights, Sales and Marketing Ops, Customer Success and Support to ensure alignment and operational consistency.

  • Deliver actionable insights through reports and dashboards.

  • Anticipate operational challenges and design solutions to mitigate risks before they arise.

  • Continuously evaluate the customer journey to identify areas of over/under-investment and propose impactful changes.

Job requirements

    • 3+ years in CX Operations or Revenue Operations.

    • You have hands-on admin experience with HubSpot, Intercom, and ClickUp.

    • You’re a proactive self-starter who takes ownership of your success.

    • You are a strategy thinker who can demonstrate the ability to see the bigger picture, anticipate challenges, and align processes with business goals.

    • You can think critically about complex problems and have a proven track record of analyzing and designing practical, scalable solutions.

    • You have strong analytical skills and experience creating reports and dashboards to guide decision-making.

    • You have an exceptional ability to work cross-functionally and influence stakeholders across teams.

    • Bonus: You are familiar with revenue architecture frameworks such as SPICED and the Bowtie Model or CS frameworks such as REACH.

or

As the leading client reporting platform for marketing agencies, we help thousands of marketers streamline client reporting and dashboard creation across diverse marketing channels.

Interviewing at AgencyAnalytics

Talent Screen

Let's kick things off by getting to know each other. Show us what makes you uniquely awesome!

Hiring Manager Interview

In this stage, your future leader dives into your experience. We'd discuss what your experience, answer your questions, and how we can take your career to the next level

Case Study

Let's put your skills to the test with a hands-on task tailored to the role! Get ready to showcase your expertise through a presentation, a language skills evaluation, or a coding adventure!

Final Interview

You've reached the final stage! Here, you'll get to meet more team members & show off more of your skills

Interview plan may change depending on role & responsibilities

Company Perks

Our office

As a globally dispersed team, we are remote and offer the flexibility to work remotely, hybrid, or on-site. Our beautiful office is located in downtown Toronto and we offer a monthly allowance towards co-working spaces for those outside the Greater Toronto Area.

Address 134 Peter St, Toronto, ON M5V 2H2, Canada 

AgencyAnalytics is an equal-opportunity employer and is committed to providing an accessible recruitment process. We welcome applications from all qualified individuals and are committed to equal employment opportunities regardless of gender identity or expression, race, ethnic origin, creed, place of origin, age, sex, marital status, physical or cognitive need, sexual orientation, and any other category protected by law. Upon request, we will provide accommodation for applicants with disabilities. All your information will be kept confidential.