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Customer Success Operations Analyst

1 hour, 19 minutes ago
Canada
Full-time
Mid Level
Sales Operations
Business Intelligence
Amplitude CRM Looker Salesforce Tableau
Apply Now
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
View All Jobs 11

Description

  • Serve as the primary point of contact for CPQ support on the Customer Success side, including troubleshooting quoting issues and managing cases promptly.
  • Own and execute a Gainsight overhaul by auditing, debugging, and rearchitecting the Customer Success platform.
  • Build and maintain lifecycle processes, playbooks, and automation rules in Gainsight to support customer outcomes and business growth.
  • Assist with end-of-quarter Customer Success compensation reports and audit processes.
  • Create and coordinate leadership reporting and 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 inform the adoption journey.
  • Support internal change management for standard processes and tools across customer-facing teams.
  • Understand and prioritize the needs of Customer Success, Support, Onboarding, and Customer Marketing teams to shape operational strategy.

Requirements

  • 2–5 years of experience in Revenue Operations, Customer Success Operations, or Sales Operations at a high-growth B2B SaaS company.
  • Hands-on Gainsight admin experience, including building and maintaining rules, playbooks, CTAs, and dashboards.
  • Salesforce experience, with comfort navigating reports, dashboards, and data structures.
  • Experience with CPQ or quoting tools such as Salesforce CPQ, MonetizeNow, DealHub, or similar.
  • Strong understanding of SaaS metrics such as ARR, GRR, NRR, and churn, plus post-sale finance terminology.
  • Expert Excel or Google Sheets skills, including experience manipulating large datasets.
  • Strong self-starter mentality with the ability to work independently and figure things out proactively.
  • Comfort operating in a fast-paced environment with evolving priorities and ambiguity.
  • Strong attention to detail and project management skills.
  • Gainsight Admin Certification is preferred.
  • Experience with MonetizeNow is preferred.
  • Familiarity with BI tools like Looker, Tableau, or Amplitude is preferred.
  • Experience in the CRM, data services, or private capital/financial services space is preferred.

Benefits

  • Remote work or Toronto, Canada-based hybrid work with 2–3 days per week in office for local employees.
  • Extended health benefits covering both employees and dependents.
  • Flexible personal days and sick days.
  • RRSP retirement savings plan.
  • Annual education budget and a comprehensive learning and development program.
  • Monthly reimbursement for home internet, meals, and wellness memberships or equipment.
  • Virtual team-building activities and social events.
  • Base salary range of CAD $68,000 to $85,000.

Interested in this position?

Apply directly on the company website

Apply Now

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