Job Description
The Director of Customer Success, Scaled Programs at Affinity leads the development and execution of digital-first customer success strategies for a large segment of customers, focusing on AI-driven engagement, cross-functional process design, and team leadership to maximize customer retention and business outcomes in a SaaS environment.
Key Responsibilities
- Develop and own measurement frameworks with revenue-related metrics to evaluate digital customer success initiatives.
- Create adoption leading indicators to improve user and account retention within scaled customer segments.
- Design AI-driven models for predictive engagement, risk detection, and personalized customer experiences.
- Define ownership frameworks and process workflows across Customer Success, Marketing, Product, Revenue Operations, and Finance teams.
- Map customer journeys to identify key moments for automated interventions and deliver integrated experiences.
- Optimize and leverage existing technology stacks to automate customer engagement and support knowledge management systems.
- Recruit, mentor, and lead a team of scaled Customer Success Managers managing approximately 300 accounts each.
- Design and execute digital-first customer success programs across multiple channels, including in-app guidance, email, and webinars.
- Implement customer segmentation strategies based on ARR and usage to optimize program delivery and resource allocation.
- Build reporting dashboards and data hygiene frameworks to monitor health metrics and attribute success of digital programs.
Requirements
- Proven experience as a Director or Senior Manager in digital customer success, growth marketing, or scaled customer engagement at a successful B2B SaaS company with 50 million USD or more in Annual Recurring Revenue (ARR).
- 7 years of customer success or growth startup experience, with at least 3 years leading scaled customer success teams managing 300 accounts per Customer Success Manager (CSM).
- Demonstrated track record establishing unified measurement frameworks and North Star metrics for digital customer programs with measurable impact on user and account retention.
- Expertise in customer success platforms and analytics tools such as Amplitude and Segment for behavior-driven campaign design, with experience evaluating and implementing modern customer journey orchestration solutions.
- Strong background in AI integration for customer success, including predictive modeling and personalized engagement strategies.
- Experience architecting cross-functional processes and RACI frameworks between Customer Success, Marketing, Product, Revenue Operations, and Finance teams.
- Exceptional communication and facilitation skills with proven ability to work effectively in matrixed organizational structures.
- Strong people leadership experience, including building and scaling high-performing customer success teams focused on digital engagement.
- Knowledge center and content strategy development experience, including information architecture expertise.
- Experience managing 1,000 or more customers in scaled segments within SaaS companies is preferred.
Benefits & Perks
Health Benefits: coverage for medical, dental, and vision insurance premiums with comprehensive PPO, HDHP, and HMO options in CA, and flexible personal sick days
Retirement Planning: 401(k) plan
Learning Development: annual education budget and comprehensive learning and development program
Wellness Support: reimbursement for home internet, meals, wellness memberships, and equipment
Team Connection: virtual team-building activities and socials
Compensation Range: estimated between $150,000 and $200,000 USD, plus eligibility for commissions based on departmental KPIs
Ready to Apply?
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