Customer Success Manager, Strategic

Overview

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. In this role, you'll drive strategic renewals and upsells while working closely with our clients to understand and address their business needs.

Your role will be highly cross-functional. You will work closely with our clients to understand and address their business needs while also interfacing with our sales, product, and engineering teams to make sure we place our clients’ concerns above everything else.

This position will report directly to the Director, Strategic Customer Success. You will be joining a seasoned team of talented professionals and leaders who are here to help support you and your success! We hope you’re excited by the challenges a growing company offers, a lot of autonomy, and the prospect of shaping how we interact with our clients at Affinity.

• Own a book of Affinity's largest and most strategic customers, and drive renewals and upsells for these accounts.
• Serve as a Customer Advocate: build a strategy to manage the engagement and success of our clients.
• Act as a trusted advisor to our customers to drive broad product adoption and ensure they reach a high level of satisfaction with the product.
• Become a product expert:
  Develop best practices to share across clients, helping them best leverage Affinity's full functionality.
• Interface closely with sales, support, product, and engineering teams to share client feedback, resolve escalations, deliver outstanding client experiences, and directly impact the product roadmap.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Affinity, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t perfectly align with the qualifications above, we encourage you to apply anyways.

You may be just the right candidate for this or other roles.

• 5+ years of experience as a Customer Success Manager, Account Manager, or similar role.
• Proven track record of achieving commercial targets and goals in a customer success organization, preferably in an enterprise SaaS setting.
• Experience managing complex accounts, renewals, and upsells/cross-sells.
• You have excellent interpersonal skills with a history of building strong business relationships.
• You're an influential communicator with experience presenting to small and large audiences.
• You're proficient in organization, account prioritization, and time management.
• Proven experience executing the customer journey while maintaining excellent internal operational cadences.
• Ability to orchestrate cross-functional resources to ensure the success of your clients.
• You are excited by the startup environment; you want to contribute to fine-tuning the structure and process to scale the customer success team.

• Experience working at a SaaS company in the CRM, data services space or financial services clients.

New York City or San Francisco, CA

For this role we re embracing a hub-hybrid model, designed to balance flexibility with meaningful in-person collaboration. Team members within commuting distance are expected in-office 2–3 days per week, typically Tuesday through Thursday. We believe great things happen when people come together intentionally to connect, create, and build momentum as a team.

• We live our values: As owners, we take pride in everything we do. We embrace a growth mindset, engage in respectful candor, act as play makers, and "taste the soup" by diving deep into experiences to create the best outcomes for our colleagues and clients.
• Health Benefits: We cover your medical, dental, and vision insurance premiums with comprehensive PPO, HDHP and HMO options (in CA), and offer flexible personal & sick…