operations
Posted May 14Customer Success Operations Analyst
at Affinity
CanadaRemote
Responsibilities
- Build and maintain lifecycle processes, playbooks, and automation rules that support customer outcomes and business growth
- Create and coordinate key reporting for leadership, translating data and insights into executive dashboards on customer adoption, renewals, expansions, and churn
- Support internal change management activities for standard processes and tools across customer-facing teams
Requirements
- 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.
- 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
- 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.
- 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 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
- Join us on our mission to make it possible for anyone to cultivate and fully harness their network to succeed. We use E-Verify
Benefits
- Assist with end-of-quarter CS compensation reports and audit process
- 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.
- 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. About Affinity
- With more than 3,000 customers worldwide and backed by some of Silicon Valley's best firms, Affinity has raised $120M to empower dealmakers to find, manage, and close more deals.
Contact
- To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify .
Additional details
- 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?
- This role will report to the Customer Success Operations Manager.
- 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.
- Partner with Product and Data teams on usage analytics initiatives to provide visibility into customer health and inform the adoption journey
- Understand and prioritize the needs of Customer Success, Support, Onboarding, and Customer Marketing teams to inform a cohesive operational strategy
- At Affinity, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past
- 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