Customer Success Operations Analyst

Affinity.co

3d • Remote

About The Position

The Customer Success Operations Analyst will report to the Customer Success Operations Manager and be a part of the Revenue Operations team. This role will focus on critical systems and processes that support the Go-To-Market strategy, with an emphasis on the Customer Success platform and quoting workflows. The ideal candidate is a problem-solver who is comfortable diving into unfamiliar systems and takes pride in building robust solutions. This individual will often be the subject matter expert for their areas of ownership.

Requirements

• 2–5 years of experience in Revenue Operations, Customer Success Operations, or Sales Operations at a high-growth B2B SaaS company
• Gainsight admin experience—you've built and maintained rules, playbooks, CTAs, and dashboards, and you understand how to architect a CS platform that actually works
• Salesforce experience—comfortable navigating reports, dashboards, and data structures; you understand how Salesforce and Gainsight work together
• Experience with CPQ or quoting tools (e.g., Salesforce CPQ, MonetizeNow, DealHub, or similar)—you can troubleshoot quoting issues and understand the quote-to-cash workflow
• Strong understanding of SaaS metrics (ARR, GRR, NRR, churn) and post-sale finance terminology (billing, revenue recognition, renewals)
• 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

Nice To Haves

• Gainsight Admin Certification
• Experience with MonetizeNow specifically
• Familiarity with BI tools like Looker, Tableau, or Amplitude
• Experience in the CRM, data services, or private capital/financial services space

Responsibilities

• Serve as the primary point of contact for CPQ (Configure-Price-Quote) support on the CS side—troubleshooting quoting issues, managing cases promptly, and ensuring a seamless quote-to-cash process
• Own and execute a comprehensive Gainsight overhaul—audit, debug, and rearchitect our Customer Success platform to align with customer journey best practices and drive adoption, renewal, and expansion outcomes
• Build and maintain lifecycle processes, playbooks, and automation rules in Gainsight 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

Benefits

• We cover both you and your dependents' extended health benefit premiums
• Flexible personal & sick days
• RRSP plan
• Annual education budget
• Comprehensive L&D program
• Reimburse monthly for things like home internet, meals, and wellness memberships/equipment
• Virtual team-building activities and socials

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed