Customer Success Operations Specialist

Were Hiring!

Were looking for brilliant thinkers to join our #Rocketeers. If youve ever wondered what its like to work in a place where people enjoy their work and where talent is more important than the title then keep reading.

What is ScalePad

ScalePad is a market-leading software-as-a-service (SaaS) company with headquarters in Vancouver Toronto Montreal and Phoenix AZ. However we are proud to say our employee reach is now global so we can best serve our partners all over the world.

Our success is no accident: ScalePad provides MSPs of every size with the knowledge technology and community they need to deliver increased client value while navigating the continuously changing terrain of the IT landscape. With a suite of integrated products that automate and standardize MSPs operations analyze and uncover new opportunities and expand value to clients ScalePad is equipping the MSP adventure.

ScalePad has received awards such as MSP Todays Product of the Year G2s 2024 Fastest Growing Product and 2024 Best IT Management 2023 it was named a Best Workplace in Canada by Great Place to Work. ScalePad is a privately held company serving over 12000 MSPs across the globe.

You can contribute to our innovation and appreciate how your work is helping take this company to a higher level of operational maturity. More on that here.

Your mission should you choose to accept it.
Make Gainsight Customer Success the operating system for our postsale teams. You will take strategic direction and solution blueprints from the Senior Manager Success Operations and build test and release highquality configurations and automations to the Success organization. Partnering across Support CS and RevOps youll orchestrate clean data flows from Zendesk and HubSpot into Gainsight CS (Rules Engine Data Designer Journey Orchestrator Scorecards Success Plans) so routine work is automated risky work is reviewed and every teammate has trustworthy context at their fingertips.

Responsibilities.

• Gainsight CS first: Administer and enhance Data Designer Rules Engine Scorecards Success Plans and Journey Orchestrator as firstclass products that drive proactive customer outcomes.
• Build from blueprints: Translate strategic designs from the Senior Manager into executable solutions; produce build docs test plans and release notes; manage change control.
• SupportCS integration: Pipe Zendesk signals (intent sentiment language priority) into Gainsight objects; autocreate CTAs/Success Plans with human review thresholds.
• Zendesk operations: Maintain triggers/automations macros views SLAs and dashboards; implement AIassisted triage and suggested replies with clear rollback paths.
• Quality & governance: Define data contracts and schema validations; set up lineage and monitoring (freshness accuracy latency) access controls and PII redaction.
• Testing & evaluation: Run A/B tests and offline LLM evals; gate releases behind success criteria; maintain incident playbooks and audit trails.
• Measurement: Instrument ROI for every flow (time saved deflection CSAT NRR influence) and publish actionable dashboards for stakeholders.
• Enablement & intake: Document why & how deliver training manage request intake and keep a transparent backlog prioritized by impact and risk.

Qualifications.

Musthave experience (required):

• Gainsight CS (2 years) administering Rules Engine Data Designer Journey Orchestrator Scorecards Success Plans in a SaaS environment.
• Zendesk (2 years) in admin/operations: triggers automations views macros SLAs; experience with AI features (triage/suggested replies) is a plus.

Additionally valued:

• Handson integrations across Zendesk Gainsight HubSpot using iPaaS (n8n/Workato/Tray/Make) or APIs/webhooks; basic scripting (Python/JavaScript/SQL).
• Practical LLM usage (ChatGPT/OpenAI or Google Gemini): prompt design tool/function calling offline/online evaluations and safe launch practices.
• Strong debugging and observability habits (logs metrics alerts); governance mindset (permissions PII redaction incident response rollback strategies).

• Clear communicator who versions prompts/flows tests before deploy and reports outcomes simply.

What Youll Love Working As A Rocketeer:

• Everyones an Owner: Through our Employee Stock Option Plan (ESOP) each team member has a stake in our success. As we scale your contributions directly shape our future and you share in the rewards.
• Growth Longevity and Stability: Benefit from insights and training from our leadership and founder whose extensive experience in funding and scaling successful software companies creates a stable environment for your long-term career growth. Their proven track record fosters a culture of lasting success.
• Annual Training & Development: Every employee receives an annual budget for professional development empowering you to advance your skills and career on your terms.
• Hybrid Flexibility: Enjoy a world-class office at our headquarters in downtown Vancouver Toronto and Montreal
• Cutting-Edge Gear: Whether in the office or at home youll be set up for success with top-of-the-line hardware.
• Wellness at Work: Our Vancouver office features a fitness facility outdoor ping-pong tables
• Comprehensive Benefits: Weve got you covered with an extensive benefits package with 100% medical and dental coverage fully employer-paid RRSP matching after one year of employment and even a monthly stipend to help offset the costs of the hybrid experience.
• Flexible Time Off: With our unlimited flex-time policy in addition to all accrued vacation allows you to take the time you need to recharge and thrive.

Dream jobs dont knock on your door every day.

ScalePad is not your typical software company. When we hire you we arent just offering you a job but rather we are committing to investing in both you and your long-term career. Youll help shape how this modern SaaS company operates and make a genuine impact on the future of our people product and partners.

We invite all qualified candidates to apply. Please note you must be eligible to work in Canada to be considered for this role. We thank you for your interest. However only successful applicants will be contacted.

At ScalePad we believe in the power of Diversity Equity Inclusion and Belonging (DEIB) to drive innovation collaboration and success. We are committed to fostering a workplace where every individuals unique experiences and perspectives are valued and where employees from all backgrounds can thrive. Our dedication to DEIB is woven into the fabric of our culture guiding our actions and decisions as we build a stronger and more inclusive future together.

Join us and be part of a team that celebrates differences embraces fairness and ensures that everyone has an equal opportunity to contribute and grow. Together were creating an environment where diverse voices are not only heard but also amplified where everyone feels valued and where we can all achieve our full potential.

Please no recruiters or phone calls.

Required Experience:

Senior IC