Customer Operations Project Manager

About MOBI

MOBI helps unlock a restaurant's full potential and scale great service.

MOBI is building the operating layer for modern hospitality commerce. We help hospitality operators move faster, run cleaner, and unlock growth by turning complex workflows into reliable systems.

Our customers expect outcomes. They need clean launches, stable integrations, and a partner who can lead the room when the stakes are high. That is where MOBI wins: we combine the urgency and ownership of a startup with the foundation and staying power of a long-term company.

We are AI-first by default. We use tools and automation to remove busywork, accelerate decision-making, and keep teams focused on what matters: time-to-value, durable adoption, and customer outcomes that compound over time.

The Role

MOBI is hiring a Customer Operations Project Manager , an individual contributor who owns the customer lifecycle post-sale.

This means you are the quarterback : you run onboarding and implementation, manage the customer relationship, keep internal teams aligned on their deliverables (menu builds and more), handle technical troubleshooting, and drive renewals and expansion.

You will lead a high-throughput book of work, typically ~4 implementations per month , balancing speed, quality, and long-term customer health. You should be comfortable running multiple customers and projects in parallel at different stages, with clean documentation and strong follow-through.

Location: Hybrid in Toronto, ON (2–3 days/week in our downtown office)

Reports to: CX & Operations Manager

Team: North America GTM team (10 people)

What You’ll Do

Lead onboarding and implementation end-to-end

• Run customer onboarding and implementation from kickoff through go-live: project plans, milestones, stakeholder alignment, and crisp client communication.
• Drive fast time-to-value with real ownership of outcomes, not just meetings.
• Navigate a range of implementations:
• Simple: target 4–6 weeks to go-live 
• Complex: up to 12 weeks to go-live, with support from internal experts
• Ensure every launch is backed by complete, usable documentation: integration notes, decisions, checklists, key contacts, risks, and “what we learned.”

Orchestrate internal execution (this is core to the job)

• Align internal owners to timelines and quality expectations (example: menu builds).
• Keep work unblocked by proactively surfacing risks, tradeoffs, and missing inputs.
• Partner tightly with Support, Engineering, Senior Technical Specialists and the Customer Operations Manager to resolve issues fast.

Be the customer’s post-sale owner

• Build long-term customer relationships grounded in outcomes and accountability.
• Establish a clear operating cadence (status, milestones, readiness checks, adoption follow-ups).
• Triage and escalate support needs (we have dedicated reps), while you own context, prioritization, and resolution momentum.

Drive renewals and expansion

• Own renewals and expansion performance for your book, with support from the Senior Leadership Team.
• Identify expansion opportunities tied to adoption milestones and customer outcomes.
• Maintain a healthy customer portfolio by proactively managing risk, not reacting late.

Build the machine

• Keep HubSpot clean, actionable, and consistent (lifecycle stages, next steps, documentation, risk flags).
• Create playbooks, templates, and repeatable processes in Notion so execution scales.
• Surface automation opportunities (nice-to-have), especially around lifecycle workflows and handoffs.

The Tools You’ll Use

• HubSpot : CRM + Customer Success + Support workflows
• Power BI : visibility and reporting
• Notion : internal playbooks and documentation
• MOBI proprietary internal client system
• The usual suspects like Slack, G-Suite, and AI tool stack 

What You’ll Bring

• 3+ years in B2B SaaS across a mix of: onboarding, implementations, customer success, project management, customer operations, or revenue operations.
• Strong client-facing leadership: you can run a room, set expectations, and hold stakeholders accountable.
• Technical problem-solving ability: you can troubleshoot, ask the right questions, and escalate effectively (without needing to be a developer).
• AI forward thinker
• Operational rigor: you build repeatable systems, keep documentation tight, and protect delivery quality at high volume.
• The right balance of stable operator and scrappy builder : you execute cleanly today and improve the process for tomorrow.

Dealbreakers

• If you do not like being client-facing, this won’t fit.
• If you avoid technical troubleshooting, this won’t fit.
• If you struggle to manage multiple projects at once with tight documentation and deadlines, this won’t fit.

Bonus Points

• Hospitality or hospitality tech experience
• HubSpot certifications
• PMP (or equivalent)
• French language skills

Benefits

• Health benefits, 
• Learning budget
• ESOP eligibility
• AI-first culture

AI Notice

MOBI is an AI-first company. We use AI to move faster and work smarter, including supporting parts of our hiring process (for example, improving job posts and summarizing interview notes). You’re welcome to use AI to prepare, research, and organize your thinking.

When it’s time to interview, we want to meet you, not a script. Use AI as support, not a stand-in. A real person reviews every application, and you’ll speak with real humans throughout the process.

Fraud Warning

MOBI will never ask you to pay money, purchase equipment, or share sensitive financial information as part of our recruitment process. If you believe you are being contacted by someone misrepresenting MOBI, do not respond and report it.

Work Authorization

Applicants must be legally eligible to work in Canada. MOBI does not sponsor work authorization.

Equal Opportunity

MOBI is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other legally protected status.