Customer Success Operations Specialist
ScalePadVancouver, British Columbia, Canada
Posted October 28, 2025
80000 - 90000 CAD year
Full Time
About the Company
ScalePad is a market-leading software-as-a-service (SaaS) company that provides MSPs with the knowledge, technology, and community they need to deliver increased client value while navigating the continuously changing terrain of the IT landscape.
Job Description
We're looking for a Customer Success Operations Specialist to join our team at ScalePad. As a #Rocketeer, you'll be responsible for making Gainsight Customer Success the operating system for our post-sale teams. You'll administer and enhance Data Designer, Rules Engine, Scorecards, Success Plans, and Journey Orchestrator to drive proactive customer outcomes.
Requirements
- 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.
- Hands-on 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.
Benefits
- 100% medical and dental coverage fully employer-paid
- RRSP matching after one year of employment
- Monthly stipend to help offset the costs of the hybrid experience
- Unlimited flex-time policy in addition to all accrued vacation
- Annual Training & Development
- Hybrid Flexibility
- Cutting-Edge Gear
- Wellness at Work