Customer Success Manager, Strategic

The Role

In this role youll drive strategic renewals and upsells while working closely with our clients to understand and address their business needs. Your role will be highly cross-functional. You will work closely with our clients to understand and address their business needs while also interfacing with our sales product and engineering teams to make sure we place our clients concerns above everything else.

This position will report directly to the Director Customer Success - EMEA. You will be joining a seasoned team of talented professionals and leaders who are here to help support you and your success! We hope youre excited by the challenges a growing company offers a lot of autonomy and the prospect of shaping how we interact with our clients at Affinity.

What will I be doing

• Own a book of Affinitys strategic customers and drive renewals and upsells 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 across clients helping them best leverage Affinitys 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.

Qualifications:

Dont meet every single requirement Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Affinity we are dedicated to building a diverse inclusive and authentic workplace so if youre excited about this role but your past experience doesnt perfectly align with the qualifications above we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Required

• 5 years of experience as a Customer Success Manager Account Manager or similar role.
• Proven track record of achieving commercial targets and goals in a customer success organization preferably in an enterprise SaaS setting.
• Experience managing complex accounts renewals and upsells/cross-sells.
• You have excellent interpersonal skills with a history of building strong business relationships.
• Youre an influential communicator with experience presenting to small and large audiences.
• Youre proficient in organization account prioritization and time management.
• Proven experience executing the customer journey while maintaining excellent internal operational cadences.
• 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.

Bonus points for:

• Experience working at a SaaS company in the CRM data services space or financial services clients.

• We live our values:As owners we take pride in everything we do. We embrace a growth mindset engage in respectful candor act as playmakers and taste the soup by diving deep into experiences to create the best outcomes for our colleagues and clients.
• Health Benefits:We cover both you and your dependents healthcare dental and optical insurance premiums and offer flexible personal & sick days to support your well-being.
• Retirement Planning:We offer a pension plan through SmartPension to help you plan for your future.
• Learning & Development:We provide an annual education budget and a comprehensive L&D program.
• Wellness Support:We reimburse monthly for things like home internet meals and wellness memberships/equipment to support your overall health and happiness.
• Team Connection:Virtual team-building activities and socials to keep our team connected because building strong relationships is key to success.

A reasonable estimate of the current range is$88100.00 - $10000.00 GBP addition this position is also eligible to receive Commission based on departmental KPIs. Within the range individual pay is determined by factors such as job-related skills experience and relevant education or training.