Strategic Customer Success Manager

Affinity.co•New York, NY

2d•Hybrid

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