(Remote) 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 proficient in defining project scope, creating timelines, managing risks, and ensuring on-time delivery.
• Customer Onboarding/Implementation: Proven track record of successfully onboarding new customers, from setup and integration to user training and enablement. They should have experience creating and refining onboarding playbooks.
• Customer Success/Service Operations: Experience in a role focused on creating, documenting, and implementing operational processes for a customer-facing team (e.g., Customer Success Ops, Sales Ops, or Professional Services Ops).
• SaaS Environment: Deep familiarity with the B2B SaaS business model and the dynamics of the post-sales customer lifecycle is essential.
• Cross-Functional Coordination: Must have extensive experience working as a central coordinator between technical (Product, Engineering) and non-technical (Sales, Support, Operations, Customer Success) teams.
• Problem-Solving: Experience acting as an escalation point for complex technical or logistical challenges during customer projects.
• Process-Oriented: Able to create structured, repeatable processes.
• Exceptional Organizational Skills: Meticulous attention to detail and the ability to manage multiple complex projects simultaneously without letting anything fall through the cracks.
• Influential Communicator: Excellent written and verbal communication skills. Capable of communicating effectively with both technical and non-technical personnel.
• Proactive & Autonomous: A self-starter who can take a strategic goal, break it down into tactical steps, and execute with minimal supervision.
• Technical Aptitude: While not a developer, they must be comfortable discussing technical concepts related to software integration, data migration, and product functionality.
• Bachelor’s Degree: A Bachelor’s degree in Business Administration, Management Information Systems (MIS), Computer Science, or a related field is preferred.
• Equivalent Experience: Significant, relevant work experience (8+ years) in a directly applicable role can be considered in lieu of a degree.

What we can offer:

• 3 weeks’ vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work and more!

About Librestream:

Librestream delivers advanced AR and AI-driven software that empowers frontline workers in industries like manufacturing, energy, and aerospace to access expertise, capture knowledge, and perform critical tasks more efficiently. Through its Onsight platform, organizations connect field technicians with remote experts using real-time video collaboration, AR guidance, and digital workflows—improving productivity, safety, and knowledge retention across global operations.

About Harris:

Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.

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