Customer Success Manager, Affinity

• 2-3 years of experience as a Customer Success Manager, Account Manager, or similar role
• Track record of achieving commercial targets and goals, preferably in an enterprise SaaS setting
• Experience managing high volumes of accounts at scale, driving adoption and renewals
• You have excellent interpersonal skills with a history of building strong business relationships
• You're an influential communicator with experience presenting to large and small audiences
• You're proficient in organization, account prioritization, and time management
• Ability to orchestrate cross-functional resources to ensure the success of your clients
• You are excited by the startup environment; you want to contribute to fine-tuning the structure and process to scale the customer success team

Desirable

• At Affinity, we’re passionate about our customer's success and looking for strategic, results-driven CSMs
• The Customer Success Manager (CSM) on the Scale team plays a crucial role in ensuring the success of a large and global portfolio of Affinity customers
• They leverage one-to-many, scalable methods to drive customer engagement and product adoption. Additionally, they provide individual guidance and best practices to drive customer success
• Mitigating risk, they will work closely with customers through renewals with a focus on revenue retention. We hope you’re excited about the prospect of shaping the customer experience at Affinity!
• Manage a large and global portfolio of customers including CRM workflow support, renewal risks, and revenue expansion opportunities
• Leverage high-touch and one-to-many tactics to drive positive customer outcomes and enable users to further leverage the platform as part of their daily tech stack activities
• Take a data-first approach to designing and implementing user engagement strategies at-scale
• Mitigate risk by proactively identifying and flagging churn risk early within contract cycle
• Maintain a deep understanding of the product and make workflow recommendations to drive adoption and engagement
• Work cross functionally to provide effective and productive customer engagements
• Proactively identify and target customers who may not be maximizing Affinity and engage with them in order to drive up monthly active users and seat expansion
• Inform and influence our overall scale strategy
• Function as the voice of the customer, identifying customer trends and providing internal feedback on how Affinity can better serve our customers