Strategic Customer Success Manager

Affinity.co • San Francisco, NY

11h

About The Position

As a Strategic Customer Success Manager at Affinity, you'll own the full post-sale lifecycle for our largest and most complex strategic enterprise accounts while playing a defining role in how our CS organization operates and scales. In this role you'll drive transformational outcomes for customers, shape the frameworks others rely on, and act as a thought partner to both your customers and our internal teams. This role reports directly to the Director of Enterprise Customer Success. You'll be a senior individual contributor whose influence will extend well beyond your own book of business.

Requirements

• 8+ years in Enterprise Customer Success or a similar post-sale role, with significant tenure in enterprise or named account SaaS environments
• Demonstrated track record of driving transformational customer outcomes and consistently exceeding commercial targets at the highest tier of enterprise accounts
• Deep experience managing C-suite relationships and navigating complex, multi-stakeholder organizations with authority and credibility
• Expert communicator and executive presenter — able to lead high-stakes conversations with poise and influence strategic decisions
• Proven ability to define and operationalize scalable processes, frameworks, and playbooks that elevate team-wide performance
• Experience mentoring peers and contributing meaningfully to team capability and culture
• Highly autonomous; able to lead complex programs and drive org-level outcomes without direct authority

Nice To Haves

• Deep domain expertise in private capital, venture, or financial services
• Experience in CRM, data services, or relationship intelligence software
• Track record of shaping CS strategy at an organizational level

Responsibilities

• Own a named portfolio of Affinity's largest strategic enterprise accounts, driving transformational business outcomes, commanding C-suite relationships, and securing complex, high-value renewals and expansions
• Define and lead strategic account plans that connect Affinity's platform to each customer's business objectives
• Build and maintain deep executive relationships — including regular C-suite engagement — and serve as a visible, trusted thought partner in your customers' organizations
• Lead community and industry presence initiatives that elevate Affinity's brand and deepen relationships across the private capital ecosystem
• Serve as the definitive internal voice of the customer — synthesizing patterns across your book and directly influencing product roadmap, GTM strategy, and CS frameworks
• Define and operationalize CS best practices, renewal frameworks, and expansion playbooks that scale across the team
• Apply expert-level MEDDPICC and Command of the Message to build multi-stakeholder expansion plays alongside AEs, maintaining consistently high forecast accuracy
• Formally mentor peers, contribute to onboarding and enablement programs, and help shape how the CS team learns and grows
• Partner with Product, Marketing, and Sales leadership as a strategic cross-functional stakeholder — not just a collaborator

Benefits

• We live our values: As owners, we take pride in everything we do. We embrace a growth mindset, engage in respectful candor, act as playmakers, 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 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, because building strong relationships is key to success.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed