{"id":2999895,"url":"https://alion.io/job/quadient-customer-success-operations-analyst","title":"Customer Success Operations Analyst","company":{"id":4822,"name":"Quadient","domain":"quadient.com","url":"https://alion.io/company/quadient","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":80,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":20,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Operations","role_family":"Operations","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Markham, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":52000,"max":75000,"currency":"CAD","period":"year","gross":null,"usd_annual":53408},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":true}],"status":"live","first_seen_at":"2026-10-20T15:45:21Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-23T11:36:06Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"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.\nOur success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other.\nIt’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.\n 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.\nKey Responsibilities:\nProcess 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.\n\nCase 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.\n\nRenewal 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.\n\nSalesforce 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.\n\nData 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.\n\nGovernance 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.\n\nEnablement: Create playbooks, process documentation and training for Customer team, and reinforce process discipline through regular reviews.\n\nCross-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.\n\nContinuous improvement: Track operational KPIs, identify trends and root causes, and recommend and implement improvements.\n\n Bachelor’s degree in Business, Information Systems, Operations or a related field, or equivalent experience.\n3-5 years of experience in Customer Success Operations, Sales Operations, Revenue Operations or a similar role in a SaaS environment.\n\nStrong hands-on Salesforce experience, including reports, dashboards, workflows, case management and data structure. Salesforce Administrator certification is a plus.\n\nExperience with customer success platforms such as Gainsight, ChurnZero, Totango or similar.\n\nA process engineering mindset, with proven experience mapping workflows and turning manual, inconsistent processes into scalable ones.\n\nStrong technical aptitude and the ability to learn new systems quickly; comfortable translating business needs into system requirements.\n\nStrong analytical skills, with advanced Excel ability; experience with BI tools is a plus.\n\nExceptionally organized and detail-oriented, with the ability to manage multiple priorities and deadlines.\n\nClear written and verbal communication skills and the ability to influence cross-functional partners without direct authority.\n\n Nice to Have\nSales Deal Desk experience, including quoting, CPQ, pricing approvals and contract structure.\n\nFamiliarity with Deal-to-Cash and Order-to-Cash processes, including billing and collections.\n\nExperience with subscription and usage-based models, renewals, co-terming and uplifts.\n\nExperience in Financial Automation - Accounts Receivable/Payable.\n\nHow Success Is Measured\nCase SLA attainment for credits, churn and FTL requests.\n\nReduction in order conflicts, rework and downstream cleanup.\n\nSalesforce data accuracy and renewal forecast reliability.\n\nAdoption of documented processes and playbooks across CS and PSO teams\n\nRewards & Benefits\nFlexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle. \nEndless Learning: Access global opportunities for growth through our 24/7 online learning platform. \nInclusive Community: Join our Empowered Communities and engage in our Philanthropy program. \nComprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme. \nCaring for Wellbeing: Access our complimentary employee assistance program for mental health support. \nSmart Work at Quadient\nAt 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.\nBe yourself at Quadient\nOur 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.\nWe will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at \nQuadient 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. \nPeople. 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