Customer Success Operations Analyst

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 our Customer Success platform and quoting workflows.

This is a role for someone who thrives on solving complex problems independently isnt afraid to dive deep into unfamiliar systems and takes pride in building things the right way. Youll often be the subject matter expert in the roomand thats exactly how we want it.

What youll be doing

• Serve as the primary point of contact for CPQ (Configure-Price-Quote) support on the CS sidetroubleshooting quoting issues managing cases promptly and ensuring a seamless quote-to-cash process
• Own and execute a comprehensive Gainsight overhaulaudit 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

Qualifications

Required

• 25 years of experience in Revenue Operations Customer Success Operations or Sales Operations at a high-growth B2B SaaS company
• Gainsight admin experienceyouve built and maintained rules playbooks CTAs and dashboards and you understand how to architect a CS platform that actually works
• Salesforce experiencecomfortable 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 mentalityyoure resourceful take initiative and are comfortable figuring things out independently. You dont 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 have

• 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

What youll 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 your medical dental and vision insurance premiums with comprehensive PPO HDHP and HMO options (in CA) and offer flexible personal & sick days to support your well-being.
• Retirement Planning: We offer a 401(k) 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.

Dont 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 youre excited about this role but your past experience doesnt perfectly align with the qualifications above we encourage you to apply anyways. You may be just the right candidate for this or other roles.

About Affinity

With more than 3000 customers worldwide and backed by some of Silicon Valleys 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 450000 deals every 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 Experience:

IC