Customer Success Operations Analyst

2 hours, 26 minutes ago
Full-time
Mid Level
Data Science and Analytics
Affinity

Affinity

Affinity's powerful relationship intelligence enables teams to use their network to find and close more deals. Reduce data entry and become more data driven. Reimagining relationship intelligence. Using patented technology, we help businesses leverage ...

IT Services
251-1K
Founded 2014
$120M raised

Description

  • Serve as the primary point of contact for quoting and renewal support on the Customer Success side.
  • Troubleshoot issues in Salesforce and connected quoting tools and manage cases promptly.
  • Ensure a seamless quote-to-close process.
  • Optimize the customer success tech stack by improving existing tools, retiring ineffective tools, and evaluating new AI- and automation-enabled approaches.
  • Build and maintain lifecycle processes, playbooks, and automation rules that support customer outcomes and business growth.
  • Assist with end-of-quarter customer success compensation reports and audit processes.
  • Create and coordinate leadership reporting, including executive dashboards on customer adoption, renewals, expansions, and churn.
  • Partner with Product and Data teams on usage analytics initiatives to improve customer health visibility and adoption insights.
  • Support internal change management for standard processes and tools across customer-facing teams.
  • Prioritize the needs of Customer Success, Support, Onboarding, and Customer Marketing to support a cohesive operational strategy.

Requirements

  • 2–5 years of experience in Revenue Operations, Customer Success Operations, or Sales Operations at a high-growth B2B SaaS company.
  • Experience using Salesforce, including reports, dashboards, data structures, and cross-system troubleshooting.
  • Experience supporting quoting, renewals, or billing workflows, including troubleshooting pricing or contract issues.
  • Strong understanding of SaaS metrics such as ARR, GRR, NRR, and churn, plus post-sale finance terms such as billing, revenue recognition, and renewals.
  • Experience experimenting with AI tools and the ability to explain what you have tested, built, or learned independently.
  • Expert-level Excel or Google Sheets skills, including manipulating large datasets.
  • Self-starter mentality with the ability to work independently and figure things out without waiting for answers.
  • Comfort operating in a fast-paced environment with evolving priorities and ambiguity.
  • Strong attention to detail and project management skills.
  • Experience with Customer Success platforms such as Gainsight, ChurnZero, or Totango, preferred.
  • Experience with MonetizeNow or other quoting and billing tools, preferred.
  • Familiarity with BI tools such as Looker, Tableau, or Amplitude, preferred.
  • Experience in the CRM, data services, or private capital/financial services space, preferred.

Benefits

  • Remote work location.
  • Employer-covered extended health benefit premiums for employees and dependents.
  • Flexible personal days and sick days.
  • RRSP retirement plan.
  • Annual education budget and comprehensive learning and development program.
  • Monthly reimbursement for home internet, meals, and wellness memberships or equipment.
  • Virtual team-building activities and socials.
  • Base salary range of $68,000 to $85,000 CAD.

Interested in this position?

Apply directly on the company website

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