Senior Customer Success Manager

A Senior Customer Success Manager at Affinity is responsible for managing the full post-sale lifecycle of strategic enterprise accounts, driving adoption, renewals, and expansion, while building strong relationships and delivering measurable business value to ensure customer success.

• Own a portfolio of strategic enterprise accounts, driving adoption, business value, renewals, and expansion revenue
• Develop and execute success plans aligned with customer business objectives and success metrics
• Build multi-level relationships and deliver executive business reviews
• Synthesize customer feedback, identify risks, and influence product development
• Coordinate cross-functional teams to resolve escalations and enhance customer experience
  
  Partner with Sales to identify and pursue expansion opportunities using structured frameworks
• Forecast renewals accurately and manage renewal negotiations autonomously

• Minimum of 5 years in Customer Success Management, or a similar post-sale role in an enterprise SaaS environment.
• Proven track record of hitting renewal, expansion, and retention targets across a complex enterprise book of business.
• Experience managing multi-stakeholder relationships, including engagement with executive-level stakeholders.
• Strong communication and presentation skills, comfortable leading a C-suite level Quarterly Business Review (Q ) and product adoption sessions.
• Highly organized with sharp prioritization skills, able to balance strategic account work with operational rigor.
• Demonstrated ability to lead cross-functional efforts and drive outcomes without direct authority.
• Comfortable operating in a fast-moving, evolving environment and willing to help shape it.
• Experience in using frameworks such as MEDDPICC and Command of the Message for identifying and executing expansion opportunities.
• Ability to forecast with accuracy and independently run renewal commercials.
• Experience with CRM, data services, or relationship intelligence software is preferred.
• Location requirement:
  Must be within commuting distance to New York City and able to work in a hub-hybrid model, in-office 2-3 days per week, typically Tuesday through Thursday.

Compensation/salary range: $112,480 - $162,800 USD base salary, plus potential commission

Work schedule:

Hybrid model with in-office presence 2-3 days per week (Tuesday through Thursday)

Work environment perks:
Virtual team-building activities and socials

Health Benefits:

Medical, dental, and vision insurance premiums covered with PPO, HDHP, and HMO options; flexible personal sick days

Retirement Planning: 401(k) plan

Learning Development:
Annual education budget and comprehensive learning and development program

Wellness Support:
Monthly reimbursements for home internet, meals, wellness memberships, and equipment