Manager of Service Operations at Mindray North America, leading customer - focused service processes. Overseeing service workflows and team performance within a healthcare technology environment.
About the role
- Customer Operations Manager at Encircle, focusing on retention and expansion within the property insurance SaaS sector. Overseeing data-driven insights and operational rigor for customer success.
Responsibilities
- Own the data, insights, and operational rigor behind retention, expansion, and predictable customer revenue
- Model renewal and expansion outcomes, including pipeline coverage, deal velocity, and conversion rates by segment
- Maintain accurate renewal and expansion forecasts
- Identify early warning indicators for churn and downgrade risk
- Design and maintain customer health and churn scoring frameworks
- Ensure health scores account for company size, use case, seasonality, product usage, CSM engagement, sentiment, and competitive intelligence
- Deliver weekly and monthly executive insights
- Build and maintain standardized performance scorecards for CSMs and Account Managers
- Identify upsell and cross-sell opportunities using usage, engagement, and intent data
- Ensure clean, scalable handoffs between AE → CSM → AM
- Optimize how Salesforce, Gong, and ChurnZero are used across CS and AM teams
Requirements
- 5+ years in Customer Operations, Revenue Operations, Customer Analytics, or a related role
- Proven experience supporting Customer Success and Account Management teams
- Strong analytical skills with the ability to translate complex data into actionable insights
- Hands-on experience with Salesforce and customer systems (ChurnZero, Gainsight, Pendo, Gong, etc.)
- Comfortable working cross-functionally with CS, Sales, Product, and Systems teams
- Highly organized, process-driven, and comfortable in a fast-growing SaaS environment
- Nice to Have: Experience in multi-product or expansion-led SaaS growth, experience building churn or health scoring models from the ground up, exposure to renewal forecasting, deal desk support, or customer revenue modeling
Benefits
- Flexible hours
- Self-managed vacation
- Trust to manage your time
- Access to our collaboration hub in Kitchener
- Support for learning and career development
- Care for the full human—inside and outside of work
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