Customer Success Manager, Mid Market - Remote

Overview

At Affinity, we’re passionate about our customer's success and looking for strategic, results-driven CSMs. 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 you’re excited about the prospect of shaping the customer experience at Affinity!

In Short

• Own a book of Affinity's 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 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.

Requirements

• 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.
• You’re an influential communicator with experience presenting to small and large 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.
• Thrive in dynamic, fast-paced environments, embracing ambiguity and helping shape foundational strategies.

Benefits

• 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.
• We offer a very competitive compensation package along with equity.
• We pay for your health, dental, and life insurance.
• We offer a pension plan to help you plan for retirement.
• We provide an annual budget for you to spend on education and offer a comprehensive L&D program – after all, one of our core values is that we’re #obsessedwithlearning!
• We support our employee’s overall health and well-being and reimburse monthly for things such as; Home Internet, Meals, and Wellness memberships/equipment.
• Virtual team building and socials. Keeping people connected is essential.