Customer Success Operations Associate

Your Role

We're seeking a Customer Success Operations Associate to join our Customer Success team. This is a hands-on role for someone who wants to become an expert in how our product works and how customers use it in the real world.

You will spend significant time in the platform, testing workflows, exploring different customer use cases, identifying bugs or friction, and documenting what you find clearly. You will also support customer-facing delivery through implementation support, workflow guidance, training preparation, documentation, and lightweight troubleshooting.

The right person for this role is customer-minded, product-curious, detail-oriented, and excited to work across customers, regions, and use cases. You will help us deliver a stronger customer experience by staying close to the product, understanding where customers need support, and turning those insights into clear next steps for Customer Success, Product, and Build.

What You'll Own

• Product fluency: Learn the product end to end and stay current as it evolves, becoming the internal expert on how it actually behaves in customers' hands.
• Voice of the customer: Bring customer context into internal conversations so decisions are grounded in real usage, real workflows, and real constraints, not assumptions.
• Customer-minded QA: Test new and existing functionality through the lens of the people who use it, surfacing issues, friction, and edge cases before they reach customers.
• Structured issue triage: Own clear, reproducible bug reports and route them with the right priority and context, so Build can act quickly and Customer Success is no longer carrying this load.
• Professional services support: Support customer-facing delivery through implementation tasks, workflow guidance, training preparation, documentation, and lightweight troubleshooting.
• Reusable customer resources: Help create guides, FAQs, templates, internal notes, and other resources that make support more scalable and reduce repeated one-off questions.
• Cross-customer learning: Work across customers, regions, and use cases to notice patterns in where customers are getting stuck, what workflows need more support, and where the product experience can be clearer.
• Internal coordination: Work closely with Customer Success, Product, and Build to make sure customer feedback, product issues, and implementation learnings are shared clearly and followed through.

Required Experience

• Experience in customer success, professional services, product operations, QA, or a closely adjacent role at a SaaS company
• A genuine QA mindset: you notice what is off, you reproduce it, and you document it cleanly
• Strong product curiosity and excitement to become deeply fluent in how a platform works
• Customer empathy and an ability to think through how real users experience software, especially users facing barriers to opportunity
• Technical literacy to work fluently alongside engineers and product managers, read a roadmap, and reason about how features fit together
• High agency and strong written communication: you move issues forward yourself rather than waiting to be told

Bonus Points

• Exposure to workforce development, government, or other mission-driven SaaS
• Familiarity with structured QA or bug-tracking workflows and tools
• Comfort writing lightweight scripts or queries to reproduce and investigate issues

Our Tech Stack for Customer Success

• Product Comms: Intercom
• Internal Comms: Slack, Canny, Clarify, Miro
• Design: Lovable, Figma, Canva
• Analytics: Heap, Looker

Your Education

Your alma mater isn't our focus. Your grit, hunger, and drive are. If you learn continuously, tackle challenges head-on, and know your strengths and gaps intimately, you're our person.

Location

[CA/US Remote] We are open to candidates living anywhere in Canada or the US. For candidates living in Toronto, our office is conveniently located at 325 Front St West (a short walk from Union Station). You are welcome to come in on a hybrid schedule.

Travel Expectations

Although this role is remote, you may be expected to travel up to once per quarter for offsites and team gatherings.

Compensation

The base salary range for this role is USD $90,000 to $120,000 for candidates based in New York and CAD $105,000 to $135,000 for candidates based in Toronto, benchmarked to the middle of the market for comparable venture-backed companies. This range reflects the varying levels of expertise and responsibilities that will be determined through the interview process, based on applied experience and other criteria established by the hiring committee. Compensation ranges are reviewed regularly and adjusted to reflect market conditions and cost of living in each location.

Hiring Journey

At FutureFit AI, our hiring process is designed to help you assess whether this role and our culture are the right fit based on your unique skills, mindset, and experiences. We move fast and work with intensity, so we want you to get a real sense of that from the start.

Each journey includes a mix of interviews and a performance challenge. For this role, that might look like:

1. Online Application
2. Initial Screen with Director of People & Culture
3. Interview with Hiring Manager
4. Panel Interview
5. Final 1:1 Interviews
6. Final Decision

Generally, this entire process takes around 6 weeks, although the timing can vary due to specific candidate circumstances.