Customer Success Manager, Affinity

• 2+ years of experience as a Customer Success Manager or Relationship Manager where you have owned the renewal and upsell process and targets
• Experience at an enterprise SaaS company
• You’re a wonderful communicator and have great time-management skills
• You’re hard-working, responsive, and willing to get your hands dirty
• You are or want to be an expert at distilling and prioritizing feedback
• You are excited by the startup environment; you want to contribute to fine-tuning the structure and process to scale the customer success & advocacy team
• You love paying attention to detail

Desirable

• As a CSM, you will be responsible for combining commercial leadership and customer advocacy
• You will drive renewals while working closely with our clients to understand and address their business needs
• This role is highly cross-functional, and you will regularly interface with our sales, product, and engineering teams to ensure we place our clients’ concerns above everything else
• We hope you’re excited about the prospect of shaping the customer experience at Affinity!
• Own a book of Affinity's Growth customers driving renewals and upsell for these accounts
• Serve as a Customer Advocate: build a strategy to manage the engagement and success of our clients
• Act as a trusted advisor to our customers to drive broad product adoption and ensure they reach a high level of satisfaction with the product
• Become a product expert: Develop best practices to share with clients, helping them best leverage Affinity's full functionality
• Interface closely with sales, support, product, and engineering teams to share client feedback, resolve escalations, deliver outstanding client experiences, and directly impact the product roadmap