Customer Success Operations Analyst

📋 Description

• Act as the main point of contact for CPQ (Configure-Price-Quote) support within the Customer Success team—resolving quoting issues, managing cases efficiently, and ensuring a smooth quote-to-cash process.

• Lead and implement a thorough overhaul of Gainsight—conducting audits, debugging, and reengineering our Customer Success platform to align with best practices in the customer journey and foster adoption, renewal, and expansion outcomes.

• Develop and maintain lifecycle processes, playbooks, and automation rules in Gainsight that promote customer success and business growth.

• Provide assistance with end-of-quarter Customer Success compensation reports and the auditing process.

• Generate and organize essential reporting for leadership, converting data and insights into executive dashboards that highlight customer adoption, renewals, expansions, and churn.

• Collaborate with Product and Data teams on usage analytics initiatives to enhance visibility into customer health and guide the adoption journey.

• Facilitate internal change management activities for standardized processes and tools across customer-facing teams.

• Recognize and prioritize the needs of the Customer Success, Support, Onboarding, and Customer Marketing teams to develop a cohesive operational strategy.

⛳️ Requirements

• 2–5 years of experience in Revenue Operations, Customer Success Operations, or Sales Operations at a rapidly growing B2B SaaS organization.

• Experience as a Gainsight administrator—you have created and managed rules, playbooks, CTAs, and dashboards, and you know how to design a functional Customer Success platform.

• Proficiency in Salesforce—comfortable navigating reports, dashboards, and data structures; you understand the interaction between Salesforce and Gainsight.

• Familiarity with CPQ or quoting tools (e.g., Salesforce CPQ, MonetizeNow, DealHub, or similar)—you can troubleshoot quoting issues and have a grasp of the quote-to-cash process.

• Strong knowledge of SaaS metrics (ARR, GRR, NRR, churn) and post-sale finance terminology (billing, revenue recognition, renewals).

• Advanced skills in Excel/Google Sheets, including experience with large datasets.

• Self-motivated with a resourceful attitude—you take initiative and are adept at independently finding solutions. You don’t wait for answers; you discover them.

• Comfortable working in a dynamic environment with shifting priorities and uncertainty.

• Excellent attention to detail and project management capabilities.

🏝️ Benefits

• Health Benefits: We cover the premiums for your extended health benefits and those of your dependents, along with offering flexible personal and sick days to support your well-being.

• Retirement Planning: We provide an RRSP plan to assist you in planning for your future.

• Learning & Development: We allocate an annual education budget and offer a comprehensive learning and development program.

• Wellness Support: We reimburse monthly for expenses such as home internet, meals, and wellness memberships/equipment to promote your overall health and happiness.

• Team Connection: Engage in virtual team-building activities and social events to strengthen our team connections, as building robust relationships is vital for success.