Innovation & Ops Analyst – Customer Success

This is a fully remote position, open to applicants in Canada.

📋 Description

• Develop and implement automated workflows (n8n, LLMs, internal tools) that reduce manual tasks within Customer Success.

• Manage the customer health scoring system — establish inputs, create the pipeline, and highlight key signals.

• Produce QBR materials and ROI reports at scale using Metabase, n8n, and LLM pipelines.

• Transform insights from the customer base into impactful business recommendations: identifying areas for expansion, recognizing potential churn risks, and pinpointing product gaps hindering deployment.

⛳️ Requirements

• Practical experience in building AI/LLM workflows in a production environment: prompt design, n8n or similar tools, agentic patterns, and structured output pipelines.

• Strong business insight — able to discern the key elements in a dataset and articulate clear recommendations suitable for a CEO or VP.

• Proficient with SQL, Metabase or comparable BI tools, and working with JSON/API.

• 3–5+ years of relevant professional experience.

• Working proficiency in English.

• Excellent written communication skills — capable of producing concise insight memos that executives will read.

• Domain expertise in manufacturing, supply chain, or procurement — or a proven ability to quickly learn a vertical.

• Experience in B2B SaaS Customer Success, RevOps, or analytics roles.

• Basic skills in Python/JavaScript/SQL — enough to create a script when no-code solutions are insufficient.

• Proficiency in French is an advantage.

🏝️ Benefits

• Remote-friendly, promotes asynchronous work, and maintains a low-meeting culture.

• Direct access to the VP of Customer Success with visibility into the executive team.

• Your contributions will have a cumulative impact across the entire customer base.

• AI is integrated as foundational infrastructure, rather than just a marketing tool.