Customer Success Manager, Strategic

Affinity.co • New York, NY

74d • $130,000 - $160,000

About The Position

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.

Requirements

• 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.
• Excellent interpersonal skills with a history of building strong business relationships.
• Influential communicator with experience presenting to small and large audiences.
• 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.
• Excited by the startup environment; willing to contribute to fine-tuning the structure and process to scale the customer success team.

Nice To Haves

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

Responsibilities

• 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.

Benefits

• 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 days to support your well-being.
• Retirement Planning: We offer a 401(k) plan to help you plan for your future.
• Learning & Development: We provide an annual education budget and a comprehensive L&D program.
• Wellness Support: We reimburse monthly for things like home internet, meals, and wellness memberships/equipment to support your overall health and happiness.
• Team Connection: Virtual team-building activities and socials to keep our team connected.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees