Customer Success Operations Analyst

Remote from: Canada
Salary, yearly, CAD: 68,000 - 85,000
Department: Customer Success
Employment type: Full Time,
Job posted: 15 May 2026
Apply before: 15 Jun 2026
Experience level: Senior
Views / Applies: 39 / 14

Affinity is a relationship intelligence platform that helps teams build stronger relationships with their networks.

Computer Software
2014

AI Summary

This Customer Success Operations Analyst role at a high-growth B2B SaaS company focuses on accelerating revenue growth through optimizing quoting and renewal workflows. The position reports to the Customer Success Operations Manager and involves troubleshooting Salesforce issues, shaping the CS tech stack, building lifecycle processes, and creating executive dashboards. The ideal candidate has 2-5 years of experience in Revenue Operations or similar, strong Salesforce skills, and a self-starter mentality. The company emphasizes AI-forward thinking and encourages applicants from diverse backgrounds.

Job Complexity

Easy Hard

AI Insight The role requires 2-5 years of experience and proficiency in Salesforce, SaaS metrics, and Excel, but is not a senior or leadership position, placing it at a moderate difficulty level.

Salary Analysis

AI Insight The offered salary range of $68,000-$85,000 CAD (approx. $50,000-$63,000 USD) is below the US market median for this role, which typically ranges from $60,000 to $95,000 USD. The job is based in Canada, so the salary is competitive for the Canadian market but lower when converted to USD.

Key Skills

Salesforce Revenue Operations Customer Success Quoting Renewals SaaS Metrics Excel Data Analysis Automation AI Tools

Cover Letter Sample

I am excited to apply for the Customer Success Operations Analyst position at your company. With over 3 years of experience in Revenue Operations at a B2B SaaS company, I have developed strong skills in Salesforce administration, quoting workflows, and data analysis. I have a proven track record of optimizing processes to drive efficiency and revenue growth.

In my previous role, I managed the quote-to-close process, reducing cycle time by 20% through automation and improved reporting. I am proficient in building dashboards and reports in Salesforce, and I regularly use Excel to analyze large datasets for insights on customer health and churn.

I am particularly drawn to your company's AI-forward culture. I have been experimenting with AI tools like ChatGPT and Copilot to automate repetitive tasks and enhance decision-making. I am eager to bring this mindset to your team and help shape the future of your CS tech stack.

Thank you for considering my application. I look forward to the opportunity to contribute to your high-growth company.

Possible Interview Questions

Can you describe a time when you optimized a quoting or renewal process in Salesforce? What was the impact?

In my previous role, I noticed that our renewal quotes were often delayed because sales reps had to manually calculate discounts. I created a custom formula field in Salesforce that automatically applied discount tiers based on contract value, reducing quote generation time by 30% and decreasing errors.

How do you approach troubleshooting an issue that spans multiple systems, like Salesforce and a quoting tool?

I start by replicating the issue and isolating the source. For example, if a quote fails to sync, I check the API logs, validate field mappings, and then test in a sandbox. I document each step and collaborate with the relevant teams. I once resolved a sync issue by identifying a mismatch in currency codes between systems.

Explain how you would build a dashboard to track customer health and churn risk. What metrics would you include?

I would include metrics like product usage frequency, support ticket volume, NPS score, renewal likelihood, and payment history. I'd use Salesforce reports and Tableau to visualize trends. For example, a drop in usage combined with an open support case would flag a high-risk account.

Tell me about a time you used AI tools to improve a business process. What did you learn?

I used an AI-powered chatbot to handle common customer queries about billing, which reduced support tickets by 15%. I learned that AI works best when trained on high-quality data and requires continuous monitoring to ensure accuracy.

How do you prioritize competing requests from multiple stakeholders, such as Customer Success and Sales teams?

I assess each request based on impact and urgency, aligning with business goals. I use a prioritization matrix and communicate trade-offs transparently. For example, when both teams needed dashboard updates, I prioritized the one that would directly affect quarterly revenue reporting.

The Role

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.

What you’ll be doing

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

Qualifications

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.

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 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

We’re looking for candidates who can speak to specific examples of ownership: systems you’ve built, processes you’ve improved, problems you’ve diagnosed and fixed. Tell us how you’ve owned and improved the processes you’ve touched.

Nice to have

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

Work Location: Remote

What you’ll enjoy at Affinity:

We live our values: As owners, we take pride in everything we do. We embrace a growth mindset, engage in respectful candor, act as playmakers, and “taste the soup” by diving deep into experiences to create the best outcomes for our colleagues and clients.
Health 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.
Wellness Support: We reimburse monthly for things like home internet, meals, and wellness memberships/equipment to support your overall health and happiness.
Team Connection: Virtual team-building activities and socials to keep our team connected, because building strong relationships is key to success.

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. How? Our Relationship Intelligence platform uses the wealth of data exhaust from trillions of interactions between Investment Bankers, Venture Capitalists, Consultants, and other strategic dealmakers to deliver automated relationship insights that drive over 450,000 deals every month. We are are proud to have received Inc. and Fortune Best Workplaces awards as well as to be Great Places to Work certified for the last 5 years running. Join us on our mission to make it possible for anyone to cultivate and fully harness their network to succeed.

We use E-Verify

Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

Apply now >