Customer Success Director, Affinity
Scaled Programs
$150-200k
In addition, this position is also eligible to receive Commission based on departmental KPIs
More information about location
2-3 days a week in office
Relationship intelligence company
Be an early applicant
Relationship intelligence company
201-500 employees
Be an early applicant
$150-200k
In addition, this position is also eligible to receive Commission based on departmental KPIs
More information about location
2-3 days a week in office
201-500 employees
Company mission
Affinity's mission is to create a world where anyone can cultivate and fully harness their network to succeed, by building a new kind of infrastructure to power all relationship-driven industries and applications.
Role
Who you are
- Proven experience as a Director or Senior Manager in digital customer success, growth marketing, or scaled customer engagement at a successful B2B SaaS company ($50M+ ARR)
- 7+ years of customer success or growth startup experience, with 3+ years leading scaled customer success teams managing 300+ accounts per CSM
- Demonstrated track record establishing unified measurement frameworks and North Star metrics for digital customer programs with measurable impact on user and account retention
- Expertise in customer success platforms and analytics tools (Amplitude, Segment) for behavior-driven campaign design, with experience evaluating and implementing modern customer journey orchestration solutions
- Strong background in AI integration for customer success including predictive modeling and personalized engagement strategies
- Experience architecting cross-functional processes and RACI frameworks between Customer Success, Marketing, Product, Revenue Operations, and Finance teams
- Exceptional communication and facilitation skills with proven ability to work effectively in matrixed organizational structures
- Strong people leader with experience building and scaling high-performing customer success teams focused on digital engagement
- Knowledge center and content strategy development experience with information architecture expertise
- Experience with SaaS companies managing 1,000+ customers in scaled segments is preferred
What the job involves
- As Director of Customer Success, Scaled Programs you'll architect and execute a sophisticated digital-first customer success strategy that drives exceptional outcomes for our 1,500+ scaled customer segment while establishing this portfolio as the strategic testing ground for programs that benefit Growth, Mid-Market, and Strategic tiers
- Reporting to the VP of Customer Success, you will lead a team of scaled Customer Success Managers while working cross-functionally with Marketing, Product, Revenue Operations, and Finance teams to create AI-forward customer journeys
- You will be accountable for adoption leading indicators that directly influence user and account retention, establishing unified measurement frameworks that transform digital initiatives from foundational programs into strategic, revenue-correlated business drivers
- Establish and own unified measurement frameworks with revenue-correlated "North Star" metrics to evaluate digital initiative effectiveness across all customer programs
- Develop adoption leading indicators that directly influence user and account retention across the scaled customer segment
- Create comprehensive AI-forward scaled models for predictive engagement, risk detection, and personalized customer experiences that move beyond traditional support models while serving as an innovation laboratory for methodologies that benefit Growth, Mid-Market, and Strategic segments
- Create clear ownership frameworks and swimlanes to eliminate ambiguity in digital program execution across Customer Success, Marketing, Product, Revenue Operations, and Finance Teams
- Lead customer journey mapping initiatives identifying key moments for automated intervention across the entire user lifecycle, partnering with Marketing and Product to deliver integrated experiences
- Collaborate with Finance to optimize billing and licensing models based on customer usage patterns and feedback from the scaled segment
- Optimize and fully leverage existing tech stack capabilities (Gainsight, Pardot, Service Cloud, Amplitude, Segment) to create cohesive data ecosystems for behavior-driven engagement
- Architect automated journey orchestration frameworks for scaled customer engagement
- Lead knowledge center strategy, systematizing and formalizing current resources into cohesive, just-in-time customer support systems that serve as strategic customer enablement platform
- Partner with Revenue Operations and CS Operations to evaluate and test new AI tools and technologies that enhance scaled customer engagement and operational efficiency
- Recruit, mentor, and develop a high-performing team of scaled Customer Success Managers who manage 300+ customers through sophisticated digital engagement strategies
- Build and optimize scaled CSM operating models including territory design, customer segmentation, and customer management frameworks
- Foster a data-driven culture focused on automation, efficiency, and measurable customer outcomes
- Design and execute digital-first customer success programs that provide optionality across channels (self-serve when possible, human contact when needed)
- Expand digital engagement capabilities including in-app guidance, email campaigns, webinar programming, and integrated Marketing partnerships
- Implement sophisticated customer segmentation by ARR/usage to optimize program delivery and resource allocation while developing proven methodologies that can be adapted for other customer segments
- Build sophisticated reporting frameworks and dashboards to track health metrics and attribute lift from digital CS programs
- Establish robust data hygiene frameworks and consent management to prevent customer communication overlap
- Drive experimentation culture through A/B testing of customer engagement strategies, implementing risk mitigation throughout the customer journey
Our take
Up to 90% of company profiles in traditional customer relationship management systems (CRMs) are incomplete or out-of-date, causing missed sales opportunities and wasted time. Affinity exists to change this state of affairs, using AI to analyse a company's communications and interactions to provide the most accurate profile possible, powering sales and excellent customer relationships.
While other modern CRMs exist, few of them are able to automate data input on the scale of Affinity, which has processed around 20 trillion emails and hundreds of thousands of calendar events to date. It also focuses on industries that are underserved in the CRM sector, including investment banking and real estate. This has grown it a client base of more than 1,800 customers including major enterprises such as Bain Capital Ventures, Nike and Twilio.
Affinity is focusing on expanding its sales, marketing, and engineering teams to grow its customer base and develop new products. As companies look to both improve the performance of their sales teams and reduce costs in manual data entry, Affinity's product is likely to remain extremely popular.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
93% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2021
$80m
SERIES C
Feb 2019
$26.5m
SERIES B
Total funding: $122.5m
Company benefits
- Daily lunches
- Commuter passes
- Flexible PTO
- Free events
- Tech pack
- Retirement options
- Work from home opportunities
- Health insurance
- Grocery allowance
Company HQ
Jackson Square, San Francisco, CA
Leadership
Ray Zhou
(Co-CEO)Studied Computer Science at Stanford and was a Genomics Researcher at UC Davis.
Shubham Goel
(Co-CEO)Started out as a Software Developer at inoXapps and was a Partner at the Dorm Room Fund. Is one of Forbes's 30 Under 30.
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