Customer Success Operations Analyst

The Role

Do you want to work at a high-growth company where your impact is seen and rewarded? Are you looking for the autonomy to do your best work?

We are seeking a Customer Success Operations Analyst to accelerate revenue growth and enable us to scale. This role will report to the Customer Success Operations Manager. As a member of the Revenue Operations team, you will take ownership of critical systems and processes that power our Go-To-Market strategy, with a particular focus on quoting and renewal workflows and the tools that enable our Customer Success team to operate effectively.

This is a role for someone who thrives on solving complex problems independently, isn't afraid to dive deep into unfamiliar systems, and takes pride in building things the right way. You'll often be the subject matter expert in the room, and that's exactly how we want it.

We're an AI-forward company, and we're looking for someone who shares that mindset. You should be curious, optimistic, and able to speak to how you've been using AI tools in your work or for independent learning.

What you'll be doing

• Serve as the primary point of contact for quoting and renewal support on the CS side, troubleshooting issues in Salesforce and our quoting tools, managing cases promptly, and ensuring a seamless quote-to-close process
• Help shape the CS tech stack of the future, whether that means optimizing existing tools, sunsetting what isn't working, or experimenting with new approaches that combine AI and automation to make the team more effective
• Build and maintain lifecycle processes, playbooks, and automation rules that support customer outcomes and business growth
• Assist with end-of-quarter CS compensation reports and audit process
• Create and coordinate key reporting for leadership, translating data and insights into executive dashboards on customer adoption, renewals, expansions, and churn
• Partner with Product and Data teams on usage analytics initiatives to provide visibility into customer health and inform the adoption journey
• Support internal change management activities for standard processes and tools across customer-facing teams
• Understand and prioritize the needs of Customer Success, Support, Onboarding, and Customer Marketing teams to inform a cohesive operational strategy

Qualifications

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Affinity, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't perfectly align with the qualifications above, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Required

• 2–5 years of experience in Revenue Operations, Customer Success Operations, or Sales Operations at a high-growth B2B SaaS company
• Salesforce experience: comfortable navigating reports, dashboards, and data structures, and able to troubleshoot issues that span Salesforce and connected tools
• Experience supporting quoting, renewals, or billing workflows: you've helped troubleshoot pricing or contract issues and understand how quotes flow through a system, even if you haven't owned CPQ directly
• Strong understanding of SaaS metrics (ARR, GRR, NRR, churn) and post-sale finance terminology (billing, revenue recognition, renewals)
• AI experience: you've been experimenting with AI tools and can articulate what you've tested, built, or learned on your own
• Expert Excel/Google Sheets skills, including experience manipulating large datasets
• Self-starter mentality: you're resourceful, take initiative, and are comfortable figuring things out independently. You don't wait for answers; you find them.
• Comfortable operating in a fast-paced environment with evolving priorities and ambiguity
• Strong attention to detail and project management skills

We're looking for candidates who can speak to specific examples of ownership: systems you've built, processes you've improved, problems you've diagnosed and fixed. Tell us how you’ve owned and improved the processes you’ve touched.

Nice to have

• Experience with Customer Success platforms like Gainsight, ChurnZero, Totango, or similar
• Experience with MonetizeNow or other quoting/billing tools
• Familiarity with BI tools like Looker, Tableau, or Amplitude
• Experience in the CRM, data services, or private capital/financial services space

• We live our values: As owners, we take pride in everything we do. We embrace a growth mindset, engage in respectful candor, act as playmakers, and "taste the soup" by diving deep into experiences to create the best outcomes for our colleagues and clients.
• Health Benefits: We cover both you and your dependents' extended health benefit premiums and offer flexible personal & sick days to support your well-being.
• Retirement Planning: We offer an RRSP plan to help you plan for your future.
• Learning & Development: We provide an annual education budget and a comprehensive L&D program.
• Wellness Support: We reimburse monthly for things like home internet, meals, and wellness memberships/equipment to support your overall health and happiness.
• Team Connection: Virtual team-building activities and socials to keep our team connected, because building strong relationships is key to success.

A reasonable estimate of the current range is $68,000.00 - $85,000.00 CAD Base.  Within the range, individual pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant.