Customer Success Operations Analyst

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. • 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

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. • 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