Serve as the primary point of contact for CPQ (Configure-Price-Quote) support on the CS side—troubleshooting quoting issues, managing cases promptly, and ensuring a seamless quote-to-cash process
Own and execute a comprehensive Gainsight overhaul—audit, 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

2–5 years of experience in Revenue Operations, Customer Success Operations, or Sales Operations at a high-growth B2B SaaS company
Gainsight admin experience—you've built and maintained rules, playbooks, CTAs, and dashboards, and you understand how to architect a CS platform that actually works
Salesforce experience—comfortable 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 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

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.

Customer Success Operations Analyst

Key skills