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Salary: CAD 75,000 - 90,000 / annual
Cardata is seeking a Customer Success Operations Specialist to strengthen how the company equips customer-facing teams and educates customers. This is an operations and enablement role focused on building repeatable processes, resources, and communications that help the entire Customer Success team succeed.
You will serve as a connector between Customer Success, Product, Support, Implementation, and Product Marketing, ensuring product changes are understood, customer questions are heard, and training and communications reach the right audiences.
Key responsibilities include:
- Meeting with Product at the end of each sprint to understand completed work, release timelines, and affected customers
- Translating release notes into practical training for CS and Support teams, including feature demonstrations, use cases, talking points, and FAQs
- Helping CSMs explain feature value and identify upsell opportunities with existing customers
- Monitoring questions from CSMs and customer admins to identify knowledge gaps, then developing group training, coaching, or resources
- Maintaining and verifying internal documentation in Guru for reliability
- Planning and managing customer communications via Mailchimp to reach appropriate audiences
- Demonstrating new features through webinars and training sessions
- Partnering with Product Marketing on enablement materials (emails, webinars, guides, certifications)
- Sharing customer insights with Product Marketing and briefing CS teams on upcoming campaigns
- Collaborating with Implementation on live and self-serve training using tools like Loom and Navattic
- Analyzing Support ticket trends by program type, segment, and account to generate actionable insights
- Bringing customer feedback, questions, and adoption barriers to Product as a trusted customer voice
- Converting repeated questions into practical resources (videos, guides, one-pagers) and iterating based on usage
Cardata transforms how businesses manage vehicle reimbursement by replacing outdated programs with smart, automated solutions. The company is small but ambitious, with a vision to provide the most comprehensive, intelligent, and automated software and services for vehicle programs across North America.
Requirements:
- 3–5 years of experience in Customer Success Operations, customer enablement, customer education, or related role
- Ability to learn products 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 similar platform for building, segmenting, and sending customer communications
- Strong writing, facilitation, and project management skills with ability to coordinate across multiple teams
- Comfort using customer feedback, support trends, and recurring questions to identify training and documentation needs
- Experience with knowledge and training tools (Guru, Loom, Navattic) is an asset
- Hands-on experience with CS and Support tools (Gainsight, Zendesk, HubSpot) is an asset
