Customer Success Lead

Librestream, a division of Harris; is seeking a Customer Operations Lead who is a senior, hands-on leader responsible for driving operational excellence across the post-sales customer journey. This position acts as the execution engine for the Customer Success team, translating strategic plans defined by leadership into flawlessly executed projects. You will be the central owner for all technical and project-based customer activities, including onboarding, migrations, and expansions. This role is critical in building a scalable and repeatable delivery model, ensuring every customer is set up for success from day one. The ideal candidate is a master of process and project management, an expert coordinator, and is relentlessly focused on ensuring that what we promise is what we deliver. This remote role welcomes candidates anywhere in Canada. Preference will be given to candidates who can work in CST timezone. Salary: 70K - 90K AI & Innovation Mindset We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes. The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency. Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards. What your impact will be: Customer Project Management & Delivery • Lead the end-to-end execution of all technical customer delivery projects, including new customer onboarding, software migrations, version upgrades, and install base expansions. • Define, manage, and own project plans, timelines, milestones, and deliverables, ensuring on-time, high-quality delivery. • Act as the central coordinator across Customer Success, Support, Operations, Sales, and Product to ensure alignment and accountability for project deliverables. • Proactively identify and mitigate project risks, serving as the primary point of contact for all project-related communications. Operational Ownership & Process Implementation • Take ownership of maintaining and refining all customer-facing operational processes, including onboarding checklists, deployment workflows, and technical documentation. • Work with the Director, Customer Success to translate strategic objectives into actionable, repeatable procedures. • Maintain and continuously improve the operational playbook, ensuring consistent execution across all customers. Customer Onboarding & Enablement Execution • Serve as the primary driver for the customer onboarding experience, coordinating all internal and external resources to ensure new clients are fully enabled and product-ready. • Execute the rollout of customer training, enablement, and adoption activities as defined by the customer success strategy. • Ensure all onboarding milestones are completed on schedule, creating the foundation for long-term customer retention and success. Cross-Functional Coordination & Issue Management • Act as the liaison between the customer and internal teams (Support, Operations, Product, Sales) for complex technical issues that arise during projects. • Coordinate the resolution of cross-functional technical challenges, ensuring clear communication and timely solutions. • Partner with the Support team to identify trends in customer issues that point to gaps in onboarding or enablement and implement processes to address them. Expansion & Deployment Support • Support the Director, Customer Success by executing the technical and project-based aspects of customer expansions and new use-case deployments. • Align internal teams and manage project plans to deliver on expansion initiatives efficiently and effectively. How This Role Fits Within the Team • The Implementer: While the Director Customer Success defines the what and the why of the customer strategy, the Customer Lead owns the how. You are responsible for building and executing the processes that bring that strategy to life. • The Execution Engine: This role is the driving force behind all major customer delivery milestones. You ensure that initiatives are completed on time and to the highest standard, creating a reliable and predictable experience for our customers. • The Central Hub: You are the central point of coordination for complex, multi-stakeholder customer initiatives, ensuring nothing falls through the cracks and all teams are aligned. What we are looking for: • Years of Experience: 5-8 years of experience in a customer-facing operational or technical role within a B2B SaaS or software company. • Project Management: Demonstrable experience (at least 3-4 years) managing the full lifecycle of customer-facing software projects, such as software implementations, data migrations, or new customer onboarding. The candidate must be...