Customer Success Operations Analyst at Affinity

The Role

Are you looking to make a significant impact at a high-growth company where your contributions are recognized and rewarded? Do you value the autonomy to excel in your work? Affinity is seeking a Customer Success Operations Analyst to accelerate revenue growth and enable our scaling efforts. Reporting to the Customer Success Operations Manager, you will be a key member of the Revenue Operations team, taking ownership of critical systems and processes that power our Go-To-Market strategy. Your focus will be on quoting and renewal workflows and the tools that empower our Customer Success team.

This role is designed for an individual who thrives on solving complex problems independently, isn't afraid to dive deep into unfamiliar systems, and takes pride in building robust solutions. You will often be the subject matter expert in discussions, a position we encourage and support.

As an AI-forward company, we are particularly interested in candidates who share this mindset. We seek individuals who are curious, optimistic, and can articulate how they've utilized AI tools in their work or for independent learning.

What You'll Be Doing:

• Serve as the primary point of contact for quoting and renewal support within Customer Success, troubleshooting issues in Salesforce and our quoting tools, managing cases promptly, and ensuring a seamless quote-to-close process.
• Help shape the future of the Customer Success tech stack by optimizing existing tools, sunsetting underperforming ones, or experimenting with new approaches that integrate AI and automation for enhanced team effectiveness.
• 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 processes.
• Create and coordinate key reporting for leadership, translating data and insights into executive dashboards covering 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:

• Required:
• 2–5 years of experience in Revenue Operations, Customer Success Operations, or Sales Operations at a high-growth B2B SaaS company.
• Proficiency with Salesforce: comfortable navigating reports, dashboards, and data structures, and capable of troubleshooting issues that span Salesforce and connected tools.
• Experience supporting quoting, renewals, or billing workflows; understanding of how quotes flow through a system is essential.
• Strong grasp of SaaS metrics (ARR, GRR, NRR, churn) and post-sale finance terminology (billing, revenue recognition, renewals).
• Demonstrated AI experience: ability to articulate experiments, builds, or learnings with AI tools.
• Expert Excel/Google Sheets skills, including experience manipulating large datasets.
• Self-starter mentality: resourceful, takes initiative, and comfortable figuring things out independently.
• Comfortable operating in a fast-paced environment with evolving priorities and ambiguity.
• Strong attention to detail and project management skills.
• Nice to Have:
• Experience with Customer Success platforms (e.g., Gainsight, ChurnZero, Totango).
• Experience with MonetizeNow or other quoting/billing tools.
• Familiarity with BI tools (e.g., Looker, Tableau, Amplitude).
• Experience in the CRM, data services, or private capital/financial services space.

We're looking for candidates who can provide specific examples of ownership: systems built, processes improved, problems diagnosed and fixed. Highlight how you've owned and enhanced the processes you've touched.

Work Location:

• Remote

What You'll Enjoy at Affinity:

• Live Our Values: Take pride in ownership, embrace a growth mindset, engage in respectful candor, act as a playmaker, and "taste the soup" by deeply understanding experiences to create optimal outcomes.
• Health Benefits: Comprehensive coverage for you and your dependents, plus flexible personal & sick days.
• Retirement Planning: RRSP plan available.
• Learning & Development: Annual education budget and a comprehensive L&D program.
• Wellness Support: Monthly reimbursement for home internet, meals, and wellness memberships/equipment.
• Team Connection: Virtual team-building activities and socials.

About Affinity:

Affinity empowers dealmakers worldwide with its Relationship Intelligence platform, processing trillions of interactions to deliver automated insights that drive over 450,000 deals monthly. Backed by top Silicon Valley firms, Affinity has raised $120M and is recognized for its award-winning culture as a Great Place to Work. Join us in making it possible for anyone to cultivate and harness their network for success.

We use E-Verify to confirm employment eligibility.

Estimated Base Salary Range: $68,000.00 - $85,000.00 CAD