- Compensation: CAD 52,000 - CAD 75,000 - yearly

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 chance 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 f

📌 Customer Success Operations Analyst (Markham)
🏢 Quadient
📍 Markham