Job Description
A Customer Success Operations Analyst at Affinity is responsible for managing and optimizing systems and processes that support customer success, including platform overhauls, automation, reporting, and troubleshooting to drive customer retention and revenue growth in a high-growth SaaS environment.
Key Responsibilities
- Serve as the primary support contact for CPQ troubleshooting and manage quoting issues to ensure a seamless quote-to-cash process
- Own and execute audits, debugging, and rearchitecture of the Customer Success platform to improve adoption, renewal, and expansion outcomes
- 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 audits
- Create and coordinate reporting for leadership, translating data into dashboards on customer adoption, renewals, expansions, and churn
- Partner with Product and Data teams on usage analytics to monitor customer health and inform the adoption journey
- Support internal change management activities for processes and tools across customer-facing teams
Requirements
- 2 to 5 years of experience in Revenue Operations, Customer Success Operations, or Sales Operations at a high-growth B2B SaaS company
- Gainsight admin experience, including building and maintaining rules, playbooks, CTAs, and dashboards, and understanding how to architect a Customer Success platform that effectively supports customer outcomes
- Experience with Salesforce, including comfortable navigation of reports, dashboards, and data structures, and understanding how Salesforce and Gainsight work together
- Experience with CPQ or quoting tools (e.g., Salesforce CPQ, MonetizeNow, DealHub, or similar), including troubleshooting quoting issues and understanding the quote-to-cash workflow
- Strong understanding of SaaS metrics such as ARR, GRR, NRR, churn, and post-sale finance terminology including billing, revenue recognition, and renewals
- Expertise in Excel and Google Sheets, including experience manipulating large datasets
- Self-starter mentality, resourceful, able to take initiative, and comfortable figuring things out independently
- Ability to operate effectively in a fast-paced environment with evolving priorities and ambiguity
- Strong attention to detail and project management skills
Benefits & Perks
Compensation/salary range: 68,000.00 - 85,000.00 CAD Base
Work schedule: Hybrid model with in-office 2-3 days per week for Toronto-based employees
Work environment perks: Virtual team-building activities and socials
Health Benefits: Extended health benefit premiums covered for employee and dependents, flexible personal sick days
Retirement Planning: RRSP plan
Learning Development: Annual education budget and comprehensive L&D program
Wellness Support: Reimbursements for home internet, meals, wellness memberships, and equipment
Ready to Apply?
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