Director of Customer Success, AffiniPay
$150-180k
Plus variable compensation, annual bonuses and equity options. The salary range for performing this role outside of the US / Austin / California may differ
Essential tools for professionals
Be an early applicant
Essential tools for professionals
501-1000 employees
Be an early applicant
$150-180k
Plus variable compensation, annual bonuses and equity options. The salary range for performing this role outside of the US / Austin / California may differ
501-1000 employees
Company mission
To empower people to pursue their passion.
Role
Who you are
- 7–10+ years of leadership experience in Customer Success or post-sales roles within B2B SaaS
- Demonstrated success managing Enterprise customers with complex technical or organizational needs
- Strong track record driving GRR, NRR, and expansion growth
- Experience overseeing multiple functions (CSMs, Solution Consultants, Program Managers)
- Strong commercial and financial acumen
- Deep understanding of customer value realization and SaaS customer lifecycle best practices
- Experience building and operationalizing CS methodologies, playbooks, and processes
- Excellent communication skills, including executive-level facilitation and negotiation
- Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation
What the job involves
- 8am is scaling rapidly, and customer value is at the core of our growth engine. The Director of Customer Success will lead our Enterprise customer segment, oversee the Solution Consulting function, and own the delivery of outcomes that drive GRR, NRR, customer adoption, and value realization
- The Director of Customer Success will be accountable for the performance, development, and effectiveness of the Customer Success team while ensuring a consistent, measurable delivery of value across the customer lifecycle
- This role requires a seasoned Customer Success leader with strong commercial acumen and a proven track record of reducing churn, expanding accounts, and building scalable, best-in-class CS programs
- This is a key leadership role that shapes our customer strategy, influences cross-functional priorities, and ensures 8am delivers an exceptional, high-impact customer experience
- Lead and develop high-performing CS, Solution Consulting, and Program Management teams while setting KPIs and fostering a culture of accountability and customer advocacy
- Oversee the full Enterprise customer journey, maintaining scalable playbooks, processes, and cross-functional alignment with RevOps, Product, Engineering, and Sales
- Serve as the senior escalation point for strategic accounts and ensure smooth handoffs from pre-sales through implementation
- Direct Solution Consulting across technical evaluations, value-based demos, and standardized customer workshops
- Build and execute scalable CS programs (adoption acceleration, EBRs, risk mitigation, training, VOC) with clear KPIs and continuous iteration
- Drive a data-informed CS organization through reporting on retention, customer health, adoption trends, and predictive forecasting
Our take
Many professionals find their time taken up by administrative tasks and operational processes, leaving them fewer hours to focus on the work they love. AffiniPay supplies finance, payments and management software to make these processes swifter and easier, saving users precious time.
The company has a wide range of products including payments and reporting for accountants, legal case management software, and operations assistance for nonprofits. This broad scope allows AffiniPay to serve upwards of 150,000 professionals across legal, accounting, construction, design and association.
Recently, the company secured a significant investment from Genstar Capital that will fuel its next chapter of growth. This includes investing in innovation and the further extension of its suite of solutions.
Steph
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Robust 401(k) plan
- Bonus programs based on performance and tenure
- Fantastic amount of swag and food
- Happy hours, quarterly events, as well as virtual and in-person team building
- Continuing career development and education programs
- Award program with the chance to go on once-in-a-lifetime annual incentive trips
- Frequent company-wide volunteering events to give back to our communities
- Annual charity contribution matching program for the organization of your choice
- Opportunity to share in the success of the company through our employee option program
Company HQ
Davenport Ranch West, Austin, TX
Leadership
Dru Armstrong
(CEO, not founder)Advisor for Women@Austin and Board Member at YPO. Former CEO of Grace Hill, and co-founded and was CEO at Lily Pod.
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