Customer Success Specialist, Scale

At Affinity, we're passionate about our customers' success and looking for a resourceful, results driven Customer Success Specialist to join our Scale team. This role blends two things: managing a large, global portfolio of Scale customers day to day, and helping build the scalable, one to many programs that let a lean team deliver a great experience across a much larger book than a traditional 1:1 CSM model allows.

You'll manage a book of Scale accounts as part of a pooled model, driving adoption, mitigating renewal risk, and expanding revenue, while also building the playbooks, programs, triggers, and campaigns that not only support activation for the Scale book, but also for the whole customer base. You'll partner closely with Scale CSMs, CS Ops, Product, and Lifecycle Marketing to make sure the customer journey feels coordinated from onboarding through renewal and expansion.

Account management

• Manage a large and global portfolio of customers, including CRM workflow support, renewal risk, and revenue expansion opportunities.

• Leverage high touch and one to many tactics to drive positive customer outcomes and help users work Affinity into their daily tech stack.

• Mitigate risk by proactively identifying and flagging churn risk early in the contract cycle.

• Maintain a deep understanding of the product and make workflow recommendations to drive adoption and engagement.

• Proactively identify customers who may not be maximizing Affinity and engage them to drive up monthly active users and seat expansion.

• Work cross functionally to provide effective and productive customer engagements.

• Function as the voice of the customer, identifying trends and feeding them back internally.

Program design and journey work

• Help design and continuously improve programs across the Scale customer journey, from onboarding through renewal and expansion.

• Help identify which moments need a scaled, tech touch program versus a 1:1 touch, and build the playbooks and triggers (health score, usage signals, journey stage) that route accounts appropriately.

• Use product usage and health score data to build programs that increase adoption of core Affinity features and AI capabilities, including MCP, across the Scale book.

• Help identify the highest leverage touchpoints and design campaigns, in app messaging, and outreach sequences that move accounts through activation milestones.

Measurement and reporting

• Take a data first approach to designing and implementing engagement strategies at scale.

• Track the KPIs that matter for the Scale segment (activation rate, adoption, retention, expansion ARR, GRR) and report regularly on program and portfolio performance.

• Share insights that help shape Affinity's overall scale strategy.

• Partner closely with Scale CSMs, CS Ops, Onboarding, Product, and Lifecycle so the customer journey feels coordinated rather than duplicated across teams.

• Use data (Salesforce, Amplitude, etc.) to prioritize which accounts need attention and which programs to build next.

• Build with AI and automation first, using triggers and personalization to make one to many programs feel tailored.

• Operate with the pace and iteration mindset of a hyper growth CS org: ship a program, measure it, adjust it.

• Orchestrate cross functional resources to ensure the success of your clients.

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply for 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 below, we encourage you to apply anyway.

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