About ClearGov

Our mission is to create easy-to-use software to help local governments plan, budget and report better. ClearGov is a rapidly growing SaaS company that offers a complete planning, budgeting and financial reporting suite that enables local governments to plan, build, and present their financials more efficiently and effectively. We’re a mission-driven company that envisions a world where modern software enables every local government to best serve and improve its community.

Our software is utilized nationwide by more than 1,700 towns, cities, school districts, and other local agencies who are part of the ClearGov community, and we’re adding more every day. We’ve been named to the “GovTech 100” for eight years running. ClearGov also earned a place on the Inc. 5000 list of America’s Fastest Growing Companies for five consecutive years: 2021, 2022, 2023, 2024, and 2025.

The ClearGov team is a talented group of folks who are passionate about our mission and committed to building a positive, productive company culture. We believe in a work-hard/play-hard environment, and every day, we strive to get better at our work, all while being considerate, trustworthy, and transparent in everything we do.

Core Values

• Be Clear: We strive to be open in all that we do because we believe that transparency is the foundation upon which all meaningful relationships are built.
• Be Trustworthy: We always act with integrity and keep our word because we believe that honest people are authentic, consistent, and dependable and that those traits form the cornerstone for success and well-being.
• Be Considerate: We are mindful about the impact that our comments and actions will have on others because we want to build a compassionate, inclusive environment that nurtures all individuals and communities.
• Be Positive: We believe that the first step in getting something done is believing that it can be done because we know that positive energy brings enthusiasm, excitement, and empowerment to the team.
• Be Better: We constantly ask ourselves, "How can we do this better?" because we know that our families, colleagues, investors, and customers depend on the results we deliver every day.
• Be Fierce: We seek to have bold conversations that interrogate reality and provoke learning to help us tackle our toughest challenges and enrich relationships.
• Be Fun: We value the lighter side of life because we believe that balance, laughter, and enjoying every moment fuel the soul.

About the Opportunity

We’re looking for an Operations Manager whose mission is to drive productivity, consistency, and efficiency for our Client Success (CS) team. You will report to the VP of Client Success and your expertise will guide data-driven decisions that unlock efficient growth at scale.  You are a detail-oriented analytical thinker with a passion for CS operations! We are a CS Leadership team driven by data, analytics, and reporting! It's an exciting time to join us as we are conducting an in-depth analysis of the entire customer lifecycle and partnering cross-functionally to understand product adoption. 

We are looking for an individual who has been in this role before, understands how SaaS CS teams operate with excellence and can make that happen.  You will be a key player on an incredible team as we execute our mission to create easy-to-use software to help governments be better.

Key Responsibilities:

• Strategic KPI analysis across all functions of the Client Success team 
  • Build and maintain reports and dashboards to provide insights into business performance in both ChurnZero and SalesForce 
  • Using this data to tell a story comparing trends and identifying areas of improvements 
• Implement and manage the CS technology stack (e.g., ChurnZero, Zendesk, Salesforce, LearnUpon) to elevate customer experience, team member productivity,  and business goals
  • Regularly updating and customizing platforms to align with business processes, practices, and needs of the CS team 
  • Ensuring data accuracy and consistency 
  • Implementing workflow rules and automation to streamline CS operations and processes  
  • Document requirements for technical integrations within the CS tech stack and between the tech stack and ClearGov’s products. Work with internal and external stakeholders to complete integrations.
• Lead initiatives to identify operational process enhancements and streamline workflows to achieve efficiency gains 
  • Work with the CS Leadership Team to determine the timing and content of touch points along the customer journey to drive optimal adoption.
  • Measure the before and after of initiatives using data and CS experience to continuously suggest improvements  
• Build customer insights that assist with renewal and cross-sell targets and deliver on customers’ needs 
• Ownership of CS tasks and processes to set up, modify, and cancel customers in all needed systems 
• Customer segmentation and reporting as needed by CS Leadership and cross-functional partners 

Critical Skills/Experience:

• Possess at least 5 years prior experience working as a Customer Success Operations Manager in a SaaS environment
• Expertise in key customer success principles, customer journey maps, and customer lifecycle management business processes (e.g. Onboarding, Adoption, Health Scoring Renewals Risk, and Expansion)
• Experience optimizing CS tools and processes 
• Proficiency with ChurnZero, Zendesk, and Salesforce
• Proficiency with G-Suite or MS Office suite, preferably an Excel expert (Pivot tables, VLookups, data modeling)
• Passion for reporting and telling a story with data 
• Excellent oral and written communication skills (clear, concise, and accurate), including listening to understand (rather than to respond)
• Strong project management skills including setting milestones, establishing buy-in from stakeholders, and strong attention to detail

• Open to input from other team members and departments

 The Ideal ClearGov Candidate:

• Self-motivated, self-starter with a zeal to win 
• Great communicator; strong oral and written skills 
• Ability to think creatively and innovatively 
• Hands-on problem solver who enjoys cracking difficult nuts 
• Quick study – able to pick up and apply new concepts in a hurry 
• Track record of achievement 
• Enjoys working on and helping to build outstanding teams 
• Demonstrates an entrepreneurial spirit and gets stuff done 
• A sense of humor and don’t take themselves too seriously 

Why Join Us:

• Flexible, hybrid work
• Chance to make a meaningful impact on government and school district transparency and accountability
• Opportunity to work in a fast-paced, fun, and collaborative environment
• Competitive salary and benefits package (see below)
• Professional growth opportunities

Compensation:

• In the spirit of transparency, we are excited to share the base salary for this position is $110,000 - $130,000 CAD and exclusive of fringe benefits or potential bonuses. If you are hired at ClearGov, your final base salary compensation will be determined by factors such as skills, interview performance, education and/or experience. In addition to those factors, we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary for the role. Hiring beyond the base range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package (more information on benefits listed below).

Benefits:

• Competitive Salary
• Quality Medical, Dental, and Vision Insurance Plans 
• Life Insurance 
• RRSP Plan
• Personal Time Off Policy
• Company-Paid Holidays Observed
• Annual Holiday “Dimming of the Lights” (aka: reduced work hours)
• Parental Leave
• Employee Referral Bonus

#LI-ER1




 

ClearGov is an equal opportunity employer committed to building a diverse, inclusive, and respectful workplace. We prohibit discrimination and harassment of any kind and make employment decisions without regard to race, color, ancestry, ethnicity, nationality or national origin, citizenship, sex, sexual orientation, gender identity or expression, religion or creed, age, disability, genetic information, pregnancy, childbirth or related medical conditions, marital or family status, veteran or military status, Indigenous status, record of offenses (where legally protected), or any other characteristic protected by applicable federal, state, provincial, or local laws in the United States and Canada.

ClearGov is also committed to providing reasonable accommodations for applicants and employees with disabilities, in accordance with applicable U.S. and Canadian laws. If you require an accommodation during any part of the hiring process, please let us know.

At ClearGov, we value diverse perspectives and believe they strengthen our ability to achieve our mission of helping local governments work better.