Customer Operations Manager

Customer Operations Manager

📍 Remote (Canada) | Hybrid Available – Kitchener, ON 🧑💼 Reports to : Director, Customer Success

Salary range : $95,000 – $115,000 (CAD)

About Encircle

Encircle is leading the $1.6 trillion property insurance industry out of the dark ages of pen and paper, into the digital age of transparency and empowerment. Our easy-to-use software platform enables thousands of restoration contractors and insurance professionals across North America to process claims faster and with greater accuracy.

We’re a remote-first company with a collaboration hub in downtown Kitchener—and we’re growing.

About the Role

The Customer Operations Manager will be a strategic partner to the Director of Customer Success, owning the data, insights, and operational rigor behind retention, expansion, and predictable customer revenue. This role sits at the intersection of Customer Success, Customer Support, Account Management, Sales, Product, and Systems, building the frameworks that allow Encircle to proactively manage churn risk, scale expansion motions, and deliver clear, trusted visibility into customer health and performance.

Key Responsibilities

Revenue Forecasting & Pipeline Management

• Model renewal and expansion outcomes, including pipeline coverage, deal velocity, and conversion rates by segment
• Maintain accurate renewal and expansion forecasts, with clear separation of renewal vs. expansion pipeline.
• Identify early warning indicators for churn and downgrade risk and continuously refine churn prediction inputs.
• Support renewal deal desk motions with risk visibility, prioritization, and executive-ready insights.

Customer Health, Churn & Usage Intelligence

Executive Insights & Reporting

Deliver weekly and monthly executive insights, including :

Performance & Productivity Enablement

Support and analyze :

Expansion & Retention Intelligence

Process, Systems & Data Integrity

What You Bring

Nice to Have

What Success Looks Like

Why Encircle?

A Note on Authenticity : We value genuine interest and authentic interaction. Please be aware that we reserve the right to disqualify candidates if it is determined that application materials or interview responses are excessively generated by AI tools or misrepresent your personal skills and experience.

Encircle is an equal opportunity employer committed to building a diverse and inclusive team. We encourage all qualified candidates to apply and will work with applicants to accommodate accessibility throughout the hiring process.

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