Customer Success Manager, Mid-Market

The Role

The Customer Success team at Affinity are the trusted private capital advisors who ensure every Affinity customer maximizes the value of their network and relationships. We deliver this by combining deep industry expertise with proactive guidance helping customers adopt best practices that drive measurable business outcomes. Your job will combine 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 youre excited about the prospect of shaping the customer experience at Affinity!

What will I be doing

• Own a book of Affinitys Mid-Market 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 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 preferably in an enterprise SaaS setting.
• Experience managing accounts and renewals upsell opportunities and identifying growth opportunities
• 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.
• 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.
• Thrive in dynamic fast-paced environments embracing ambiguity and helping shape foundational strategies.

Location: San Francisco or New York

For this role were embracing a hub-hybrid model designed to balance flexibility with meaningful in-person collaboration. Team members within commuting distance are expected in-office 23 days per week typically Tuesday through Thursday. We believe great things happen when people come together intentionally to connect create and build momentum as a team.

• 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 your medical dental and vision insurance premiums with comprehensive PPO HDHP and HMO options (in CA) and offer flexible personal & sick days to support your well-being.
• Retirement Planning:We offer a 401(k) plan 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.

Please note that the role compensation details below reflect the base salary only and do not include any variable pay equity or benefits. This represents the salary range that Affinity believes in good faith at the time of this posting that it will pay for the posted job.

A reasonable estimate of the current range is $115000.00 - $135000.00 USD addition this position is also eligible to receive Commission based on departmental KPIs. Within the range individual pay is determined by factors such as geographical location job-related skills experience and relevant education or training.