Strategic Customer Success Manager

The Role

As a Strategic Customer Success Manager at Affinity youll own the full post-sale lifecycle for our largest and most complex strategic enterprise accounts while playing a defining role in how our CS organization operates and this role youll drive transformational outcomes for customers shape the frameworks others rely on and act as a thought partner to both your customers and our internal teams.

This role reports directly to the Director of Enterprise Customer Success. Youll be a senior individual contributor whose influence will extend well beyond your own book of business.

What will I be doing

• Own a named portfolio of Affinitys largest strategic enterprise accounts driving transformational business outcomes commanding C-suite relationships and securing complex high-value renewals and expansions
• Define and lead strategic account plans that connect Affinitys platform to each customers business objectives
• Build and maintain deep executive relationships including regular C-suite engagement and serve as a visible trusted thought partner in your customers organizations
• Lead community and industry presence initiatives that elevate Affinitys brand and deepen relationships across the private capital ecosystem
• Serve as the definitive internal voice of the customer synthesizing patterns across your book and directly influencing product roadmap GTM strategy and CS frameworks
• Define and operationalize CS best practices renewal frameworks and expansion playbooks that scale across the team
• Apply expert-level MEDDPICC and Command of the Message to build multi-stakeholder expansion plays alongside AEs maintaining consistently high forecast accuracy
• Formally mentor peers contribute to onboarding and enablement programs and help shape how the CS team learns and grows
• Partner with Product Marketing and Sales leadership as a strategic cross-functional stakeholder not just a collaborator

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

• 8 years in Enterprise Customer Success or a similar post-sale role with significant tenure in enterprise or named account SaaS environments
• Demonstrated track record of driving transformational customer outcomes and consistently exceeding commercial targets at the highest tier of enterprise accounts
• Deep experience managing C-suite relationships and navigating complex multi-stakeholder organizations with authority and credibility
• Expert communicator and executive presenter able to lead high-stakes conversations with poise and influence strategic decisions
• Proven ability to define and operationalize scalable processes frameworks and playbooks that elevate team-wide performance
• Experience mentoring peers and contributing meaningfully to team capability and culture
• Highly autonomous; able to lead complex programs and drive org-level outcomes without direct authority

Bonus points for:

• Deep domain expertise in private capital venture or financial services
• Experience in CRM data services or relationship intelligence software
• Track record of shaping CS strategy at an organizational level

Location: New York City or San Francisco CA

What youll enjoy at Affinity:

• 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.

A reasonable estimate of the current range is$136800.00 - $198000.00USD Base. Within the range individual pay depends on various factors including geographical location and review of experience knowledge skills abilities of the applicant.

About Affinity

With more than 3000 customers worldwide and backed by some of Silicon Valleys best firms Affinity has raised $120M to empower dealmakers to find manage and close more deals. How Our Relationship Intelligence platform uses the wealth of data exhaust from trillions of interactions between Investment Bankers Venture Capitalists Consultants and other strategic dealmakers to deliver automated relationship insights that drive over 450000 deals every are are proud to have received Inc. and Fortune Best Workplaces awards as well as to be Great Places to Work certified for the last 5 years running. Join us on our mission to make it possible for anyone to cultivate and fully harness their network to succeed.

We use E-Verify

Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify including your rights and responsibilities please visit Experience:

Manager