Customer Success Operations Analyst

Quadient; Markham; Hybrid; CAD 65,000 - 105,000; Full time

Benefits offered by this job

Hybrid work option

Online learning platform

Philanthropy program

Total rewards package

Employee assistance program

Job summary

Quadient in Markham, Ontario is seeking a Customer Success Operations Analyst to design, build, and optimize processes and data that power the Customer Success team at scale. You will partner with Sales, RevOps, Deal Desk, Finance and Collections to streamline renewals, churn handling, and handoffs, turning complex workflows into scalable operations in a fast-paced SaaS environment.

The role requires strong Salesforce experience, familiarity with Gainsight/ChurnZero/Totango, and a

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 3–5 years of experience in Customer Success Operations, Sales Operations, Revenue Operations or similar in a SaaS environment.
• Strong hands-on Salesforce experience including reports, dashboards, workflows, case management and data structure; Salesforce Admin certification is a plus.
• Experience with customer success platforms such as Gainsight, ChurnZero, Totango or similar.
• Process engineering mindset with proven ability to map workflows and turn manual, inconsistent processes into scalable ones.
• Strong technical aptitude and ability to learn new systems quickly; translate business needs into system requirements.
• Strong analytical skills with advanced Excel; BI tools experience a plus.
• Exceptionally organized and detail-oriented with ability to manage multiple priorities and deadlines.
• Clear written and verbal communication skills and ability to influence cross-functional partners.

Responsibilities

• Map, document and optimize Customer Success processes from sales handoff through onboarding, renewal and expansion.
• Own the case management framework for credits, churn and FTL requests; define SLAs and escalation paths.
• Partner on renewal opportunity management including co-terming, uplifts and handoffs to reduce conflicts and downstream cleanup.
• Serve as the Customer Success SME for Salesforce and our CS platform; design workflows and automations.
• Build and maintain dashboards and reports on renewals, churn, customer health, case volume and SLA performance.
• Establish governance and controls to keep processes consistent and prevent missed or delayed billing.
• Create playbooks, process documentation and training for the CS team.
• Coordinate cross-functionally between CS, Finance, Billing and Collections.
• Track operational KPIs, identify trends, and drive continuous improvements.

Skills

Process engineering

Analytical thinking

Cross-functional collaboration

Communication

Attention to detail

Education

Bachelor’s degree in Business/IS/Operations or related

Tools

Salesforce

Gainsight

ChurnZero

Totango

Excel/BI tools

Job description

Company Description

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes.

Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other.

It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

Job Description

The Customer Success Operations Analyst designs, builds and improves the processes, systems and data that help our Customer Success team run efficiently at scale. Partnering with Sales, RevOps, Deal Desk, Finance and Collections, you will bring structure and consistency to renewals, churn case management and customer handoffs so that issues are prevented upstream rather than cleaned up downstream. This role is ideal for a technically minded, highly organized process engineer who enjoys turning complex, manual workflows into clear, scalable operations in a fast-paced SaaS environment.

Key Responsibilities:

• Process engineering: Map, document and optimize Customer Success processes from sales handoff through onboarding, renewal and expansion. Identify gaps, remove manual effort and build repeatable, scalable workflows.

• Case management and SLAs: Own the case management framework for credits, churn and FTL requests. Define SLAs, notifications and escalation paths so cases are resolved on time and revenue recognition is not delayed.

• Renewal operations: Partner with Sales, RevOps and Deal Desk on renewal opportunity management, including opportunity coding, co-terming, uplifts and handoffs, to reduce conflicts and downstream cleanup.

• Salesforce and CS platform ownership: Serve as the Customer Success subject matter expert for Salesforce and our customer success platform. Gather requirements, design workflows, automations and fields, and partner with system administrators to build and maintain them.

• Data integrity and reporting: Build and maintain dashboards and reports on renewals, churn, customer health, case volume and SLA performance. Monitor data quality and ensure leaders have accurate, actionable insights.

• Governance and controls: Establish guardrails, documented rules and audit checks that keep processes consistent across teams and solutions, including controls that prevent missed or delayed billing.

• Enablement: Create playbooks, process documentation and training for Customer team, and reinforce process discipline through regular reviews.

• Cross-functional coordination: Act as the operational bridge between Customer Success and Finance, Billing and Collections, ensuring requests are routed to the right team and resolved quickly.

• Continuous improvement: Track operational KPIs, identify trends and root causes, and recommend and implement improvements.

Qualifications

• Bachelor’s degree in Business, Information Systems, Operations or a related field, or equivalent experience.

• 3–5 years of experience in Customer Success Operations, Sales Operations, Revenue Operations or a similar role in a SaaS environment.

• Strong hands-on Salesforce experience, including reports, dashboards, workflows, case management and data structure. Salesforce Administrator certification is a plus.

• Experience with customer success platforms such as Gainsight, ChurnZero, Totango or similar.

• A process engineering mindset, with proven experience mapping workflows and turning manual, inconsistent processes into scalable ones.

• Strong technical aptitude and the ability to learn new systems quickly; comfortable translating business needs into system requirements.

• Strong analytical skills, with advanced Excel ability; experience with BI tools is a plus.

• Exceptionally organized and detail-oriented, with the ability to manage multiple priorities and deadlines.

• Clear written and verbal communication skills and the ability to influence cross-functional partners without direct authority.

Additional Information

Nice to Have

• Sales Deal Desk experience, including quoting, CPQ, pricing approvals and contract structure.

• Familiarity with Deal-to-Cash and Order-to-Cash processes, including billing and collections.

• Experience with subscription and usage-based models, renewals, co-terming and uplifts.

• Experience in Financial Automation – Accounts Receivable/Payable.

How Success Is Measured

• Case SLA attainment for credits, churn and FTL requests.

• Reduction in order conflicts, rework and downstream cleanup.

• Salesforce data accuracy and renewal forecast reliability.

• Adoption of documented processes and playbooks across CS and PSO teams

Rewards & Benefits

• Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.

• Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.

• Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.

• Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.

• Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.

Smart Work at Quadient

At Quadient, our Smart Work approach fosters connection, collaboration, and innovation while offering flexibility based on role requirements. Whether on-site, hybrid, or remote, our work environments are designed to support productivity and engagement. Hybrid employees balance remote and in-office work, on-site roles contribute daily to our vibrant workplace culture, and remote employees stay connected through virtual collaboration and in-person events. No matter where you work, you’ll be part of a dynamic, people-first community that drives success together.

Be yourself at Quadient

Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.

We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at [e-mail]

Quadient is an Equal Employment Opportunity Employer. *: We firmly believe in zero discrimination in employment on any basis, including race, color, religion, sex, national origin, age, disability, veteran or military status, genetic information, citizenship status, and any other characteristics protected by local, state, or federal law.

People. Connected.