Customer Success Manager - Remote

Overview

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.

In Short

• Own a book of Affinity's 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 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 in a customer success organization, preferably in an enterprise SaaS setting.
• Experience managing complex accounts, renewals, and upsells/cross-sells.
• Excellent interpersonal skills with a history of building strong business relationships.
• Influential communicator with experience presenting to small and large audiences.
• 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.
• Excited by the startup environment; willing to contribute to fine-tuning the structure and process to scale the customer success team.

Benefits

• Health Benefits: Cover healthcare, dental, and optical insurance premiums.
• Retirement Planning: Pension plan to help you plan for your future.
• Learning & Development: Annual education budget and comprehensive L&D program.
• Wellness Support: Monthly reimbursements for home internet, meals, and wellness memberships.
• Team Connection: Virtual team-building activities and socials.