About this role
This is your chance to build a meaningful career in a high-growth, entrepreneurial environment as we lead the charge towards IPO. If you're ready to challenge the status quo and make an impact, we invite top talent to join us on this exciting journey.
Why BoomerangFX?
BoomerangFX is a global SaaS growth platform built for private-pay healthcare, powering thousands of clinics across aesthetics, wellness, functional medicine, and specialty care. Our platform integrates practice management, digital marketing, AI-driven lead conversion, and education into a single operating system designed to scale high-performance clinics worldwide.
As we continue to scale rapidly across North America and internationally, client experience is a critical competitive differentiator. We are investing in senior leadership to elevate how clients engage with, adopt, and grow on the BoomerangFX platform.
Summary Of the Role:
The Client Operations Manager is responsible for driving operational excellence across the Customer Success organization through data, reporting, and customer health analytics. This role owns the administration, optimization, and ongoing management of ChurnZero while ensuring leadership has accurate, actionable insights into customer performance, adoption, retention, and operational metrics.
The successful candidate is highly analytical, detail-oriented, and passionate about using data to improve customer outcomes and operational efficiency.
Key Responsibilities:
Customer Success Operations
• Own the day-to-day administration and optimization of ChurnZero.
• Maintain customer health scoring models and identify opportunities for improvement.
• Configure customer journeys, segments, alerts, success plays, and automation within ChurnZero.
• Ensure customer data integrity through ongoing audits and system maintenance.
• Partner with Customer Success leadership to continuously improve operational processes.
Reporting & Analytics
• Produce daily, weekly, and monthly executive reporting for Customer Success leadership.
• Monitor key performance indicators including:
• Customer Health Scores
• Product Adoption
• Customer Engagement
• Churn Risk
• Retention & Renewal Metrics
• CSM Activity
• Escalation Trends
• Time-to-Value
• Customer Satisfaction Metrics
• Identify trends, risks, and opportunities through detailed analysis.
• Present actionable recommendations based on customer data.
Operational Excellence
• Develop dashboards and executive scorecards for leadership.
• Monitor Customer Success team performance against established KPIs.
• Track client lifecycle metrics from onboarding through renewal.
• Identify operational bottlenecks and recommend process improvements.
• Support forecasting activities related to customer retention and renewals.
Cross-Functional Collaboration
• Work closely with Customer Success, Sales, Product, Finance, and Implementation teams.
• Coordinate customer reporting requirements across departments.
• Support executive leadership with ad hoc analysis and strategic reporting.
• Assist with quarterly business reviews and executive presentations.
System Ownership
• Serve as the internal subject matter expert for ChurnZero.
• Manage system configurations, permissions, workflows, and automation.
• Coordinate new feature implementations and best practices.
• Develop documentation and internal training materials.
• Work with vendors and internal technical teams on integrations and enhancements.
Qualifications:
• Bachelor's degree in business, Finance, Analytics, Operations, or related field.
• 3+ years in Customer Operations, Revenue Operations, Business Operations, Customer Success Operations, or Analytics.
• Experience administering ChurnZero or a similar Customer Success platform (Gainsight, Totango, Planhat, etc.).
• Strong analytical and reporting skills.
• Advanced Microsoft Excel proficiency.
• Experience with Power BI, Tableau, or similar visualization tools is considered an asset.
• Experience working with CRM platforms such as HubSpot or Salesforce.
• Excellent communication and presentation skills.
• Highly organized with exceptional attention to detail.
Key Competencies:
• Analytical Thinking
• Data Interpretation
• Business Intelligence
• Process Improvement
• Customer Success Operations
• Executive Reporting
• Project Management
• Critical Thinking
• Problem Solving
• Collaboration
• Time Management
Success Measures:
Success in this role will be measured by:
• Accuracy and timeliness of executive reporting.
• Data quality and integrity within ChurnZero.
• Continuous improvement of customer health scoring and reporting.
• Increased visibility into customer risks and opportunities.
• Adoption of operational dashboards by leadership.
• Reduction in manual reporting through automation.
• Identification of actionable insights that improve customer retention and operational performance.
Reporting Structure:
Reports To: Sr Director of Enterprise Operations
Works Closely With:
• Customer Success Leadership
• Finance
• Sales
• Product
• Implementation
• Executive Leadership Team
Job Type: Full-time Permanent
Pay: $75,000 – $85,000 + 15% performance-based bonus
• Automatic eligibility to participate in the Company’s stock option plan after six (6) months of continuous employment
• * This position is 5 days in Office in Mississauga, ON.
Benefits:
• Comprehensive health, dental, and vision coverage
• Paid vacation to rest and recharge
• Free on-site parking for your convenience