Director, Customer Success - Scaled Programs

Director, Customer Success - Scaled Programs

Austin, TX;
Chicago, IL;
New York, NY;
San Francisco, CA

Affinity is a leading relationship intelligence platform that transforms how businesses manage and leverage their professional networks. Our innovative CRM solution empowers investment firms, consulting companies, and other relationship-driven organizations to unlock the full potential of their connections through AI-powered insights and automated relationship mapping. At Affinity, we’re passionate about helping our clients build stronger relationships and drive better business outcomes through data-driven relationship intelligence.

The Customer Success team at Affinity are the trusted private capital advisors who ensure every Affinity customer maximizes the value of their network and relationships. We deliver this by combining deep industry expertise with proactive guidance, helping customers adopt best practices that drive measurable business outcomes.

As Director of Customer Success, Scaled Programs you’ll architect and execute a sophisticated digital-first customer success strategy that drives exceptional outcomes for our 1,500+ scaled customer segment while establishing this portfolio as the strategic testing ground for programs that benefit Growth, Mid-Market, and Strategic tiers. Reporting to the VP of Customer Success, you will lead a team of scaled Customer Success Managers while working cross-functionally with Marketing, Product, Revenue Operations, and Finance teams to create AI-forward customer journeys.

You will be accountable for adoption leading indicators that directly influence user and account retention, establishing unified measurement frameworks that transform digital initiatives from foundational programs into strategic, revenue-correlated business drivers.

• Establish and own unified measurement frameworks with revenue-correlated “North Star” metrics to evaluate digital initiative effectiveness across all customer programs.
• Develop adoption leading indicators that directly influence user and account retention across the scaled customer segment.
• Create comprehensive AI-forward scaled models for predictive engagement, risk detection, and personalized customer experiences that move beyond traditional support models while serving as an innovation laboratory for methodologies that benefit Growth, Mid-Market, and Strategic segments.

• Create clear ownership frameworks and swimlanes to eliminate ambiguity in digital program execution across Customer Success, Marketing, Product, Revenue Operations, and Finance Teams.
• Lead customer journey mapping initiatives identifying key moments for automated intervention across the entire user lifecycle, partnering with Marketing and Product to deliver integrated experiences.
• Collaborate with Finance to optimize billing and licensing models based on customer usage patterns and feedback from the scaled segment.

• Optimize and fully leverage existing tech stack capabilities (Gainsight, Pardot, Service Cloud, Amplitude, Segment) to create cohesive data ecosystems for behavior-driven engagement.
• Architect automated journey orchestration frameworks for scaled customer engagement.
• Lead knowledge center strategy, systematizing and formalizing current resources into cohesive, just-in-time customer support systems that serve as strategic customer enablement platform.
• Partner with Revenue Operations and CS Operations to evaluate and test new AI tools and technologies that enhance scaled customer engagement and operational efficiency.

• Recruit, mentor, and develop a high-performing team of scaled Customer Success Managers who manage 300+ customers through sophisticated digital engagement strategies.
• Build and optimize scaled CSM operating models including territory design, customer segmentation, and customer management frameworks.
• Foster a data-driven culture focused on automation, efficiency, and measurable customer outcomes.
• Design and execute…