Senior Customer Success Manager

The Role

As a Senior Customer Success Manager at Affinity, you'll own the full post-sale lifecycle for a portfolio of strategic enterprise accounts. You'll serve as a trusted advisor and internal advocate — building deep relationships, driving measurable business value, and orchestrating the right resources to help your customers succeed. This role is for someone who has mastered the fundamentals of enterprise CS and has proven track record owning complex renewals, expanding executive relationships, and consistently exceeding commercial targets.

This role reports directly to the Director of Enterprise Customer Success. You'll be joining a seasoned, collaborative team that is invested in your development and success.

What will I be doing?

• Own a portfolio of strategic enterprise accounts — driving adoption, delivering measurable business value, and securing renewals and expansion revenue
• Build and execute success plans that reflect a deep understanding of each customer's business objectives, stakeholder landscape, and success metrics
• Develop multi-threaded relationships across champion and economic buyer levels, and deliver meaningful executive business reviews on a consistent cadence
• Serve as the voice of the customer internally — synthesizing feedback, flagging risk early, and influencing product direction through structured input
• Orchestrate cross-functional resources — proactively pulling in product, support, and services teams to resolve escalations, accelerate adoption, and deliver an exceptional customer experience
• Partner closely with Sales to identify and execute on expansion opportunities, applying MEDDPICC and Command of the Message frameworks with proficiency
• Forecast with accuracy and run renewal commercials with increasing autonomy
• Contribute playbooks, templates, and best practices that help scale team-wide effectiveness

Qualifications:

Don’t 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 you’re excited about this role but your past experience doesn’t 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 in Customer Success Management, or a similar post-sale role in an enterprise SaaS environment
• Proven track record of hitting renewal, expansion, and retention targets across a complex enterprise book of business
• Experience managing multi-stakeholder relationships, including executive-level engagement
• Strong communicator and presenter — equally comfortable leading a c-suite level QBR and a product adoption session
• Highly organized with sharp prioritization instincts; able to balance strategic account work with operational rigor
• Demonstrated ability to lead cross-functional efforts and drive outcomes without direct authority
• Comfortable operating in a fast-moving, evolving environment — and excited to help shape it

Bonus points for:

• Experience in CRM, data services, or relationship intelligence software
• Background working with private capital or financial services clients

Location: New York City or San Francisco, CA 

What you'll 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 $130,240.00 - $162,800.00 USD Base.  Within the range, individual pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant.