Affinity
SaaS
SeniorCustomerSuccessManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Customer Success Manager at Affinity. Skills: enterprise CS fundamentals, owning renewals, expanding executive relationships, exceeding commercial targets, building and executing success plans, developing multi-threaded relationships, delivering executive business reviews, synthesizing feedback, flagging risk, influencing product direction, orchestrating cross-functional resources, pulling in product, support, and services teams, resolving escalations, accelerating adoption, delivering an”
What You'll Achieve.
driving adoption; delivering measurable business value; securing renewals and expansion revenue; hitting renewal, expansion, and retention targets; consistently exceeding commercial targets; deliver meaningful executive business reviews on a consistent cadence; accelerate adoption; deliver an exceptional customer experience; identify and execute on expansion opportunities; Forecast with accuracy; run renewal commercials with increasing autonomy; help scale team-wide effectiveness
Industry & Context.
synthesizing feedback; flagging risk early; influencing product direction; resolving escalations
Team members within commuting distance are expected in-office 2–3 days per week, typically Tuesday through Thursday.
What They're Looking For.
Must Have
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 executive-level engagement, communicator and presenter — equally comfortable leading a c-suite level QBR and a product adoption session, Highly organized with sharp prioritization 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 excited to help shape it
Nice to Have
Experience in CRM, data services, or relationship intelligence software, Background working with private capital or financial services clients
What You'll Do.
Own a portfolio of strategic enterprise accounts — driving adoption
delivering measurable business value
and securing renewals and expansion revenue
Build and execute success plans that reflect a deep understanding of each customer's business objectives
stakeholder landscape
Develop multi-threaded relationships across champion and economic buyer levels
and deliver meaningful executive business reviews on a consistent cadence
Serve as the voice of the customer internally — synthesizing feedback
and influencing product direction through structured input
Orchestrate cross-functional resources — proactively pulling in product
and services teams to resolve escalations
and deliver an exceptional customer experience
Partner closely with Sales to identify and execute on expansion opportunities
applying MEDDPICC and Command of the Message frameworks with proficiency
Forecast with accuracy and run renewal commercials with increasing autonomy
and best practices that help scale team-wide effectiveness
How You'll Work.
Team & Collaboration
Orchestrate cross-functional resources — proactively pulling in product, support, and services teams to resolve escalations, accelerate adoption, and deliver an exceptional customer experience; Partner closely with Sales to identify and execute on expansion opportunities; Contribute playbooks, templates, and best practices that help scale team-wide effectiveness; joining a seasoned, collaborative team that is invested in your development and success; Team members within commuting distance are expected in-office 2–3 days per week, typically Tuesday through Thursday.; We believe great things happen when people come together intentionally to connect, create, and build momentum as a team.; Virtual team-building activities and socials to keep our team connected, because building relationships is key to success.
Communication Scope
communicator and presenter — equally comfortable leading a c-suite level QBR and a product adoption session
Full Job Description
The Role As a Senior Customer Success Manager at Affinity, you'll own the full post-sale lifecycle for a portfolio of strategic enterprise accounts. You'll serve as a trusted advisor and internal advocate — building deep relationships, driving measurable business value, and orchestrating the right resources to help your customers succeed. This role is for someone who has mastered the fundamentals of enterprise CS and has proven track record owning complex renewals, expanding executive relationships, and consistently exceeding commercial targets. This role reports directly to the Director of Enterprise Customer Success. You'll be joining a seasoned, collaborative team that is invested in your development and success. What will I be doing? Own a portfolio of strategic enterprise accounts — driving adoption, delivering measurable business value, and securing renewals and expansion revenue Build and execute success plans that reflect a deep understanding of each customer's business objectives, stakeholder landscape, and success metrics Develop multi-threaded relationships across champion and economic buyer levels, and deliver meaningful executive business reviews on a consistent cadence Serve as the voice of the customer internally — synthesizing feedback, flagging risk early, and influencing product direction through structured input Orchestrate cross-functional resources — proactively pulling in product, support, and services teams to resolve escalations, accelerate adoption, and deliver an exceptional customer experience Partner closely with Sales to identify and execute on expansion opportunities, applying MEDDPICC and Command of the Message frameworks with proficiency Forecast with accuracy and run renewal commercials with increasing autonomy Contribute playbooks, templates, and best practices that help scale team-wide effectiveness Qualifications: Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to job
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