Job Description
The Director of Customer Success, Scaled Programs at Affinity is responsible for developing and leading a digital-first customer success strategy for a large segment of customers, leveraging AI and automation to enhance engagement, retention, and business outcomes across multiple teams and channels.
Key Responsibilities
- Develop and own measurement frameworks with revenue-aligned metrics to evaluate digital customer success initiatives.
- Create adoption leading indicators to improve user and account retention within the scaled customer segment.
- Design AI-driven customer engagement models for predictive insights, risk detection, and personalized experiences.
- Establish clear ownership and process frameworks across cross-functional teams for digital program execution.
- Map customer journeys to identify key automation points and collaborate on delivering integrated experiences.
- Optimize and leverage technology tools to create cohesive data ecosystems and automate customer engagement workflows.
- Build and lead a team of scaled Customer Success Managers managing approximately 300 customers each.
- Design and implement digital-first customer success programs across multiple channels, including in-app guidance, email, and webinars.
- Develop customer segmentation strategies based on ARR and usage to optimize program delivery and resource allocation.
- Create reporting dashboards and frameworks to monitor health metrics and measure the impact of digital CS 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 with information architecture expertise.
- Experience managing 1,000 or more customers in scaled segments within SaaS companies (preferred).
- Location in Austin, Chicago, New York, or San Francisco, with the ability to work in a hub-hybrid model, being in-office 2-3 days per week (for SF or NY locations).
Benefits & Perks
Health Benefits: Medical, dental, and vision insurance premiums covered with PPO, HDHP, and HMO options in CA
Retirement Planning: 401(k) plan
Learning Development: Annual education budget and comprehensive learning and development program
Wellness Support: Monthly 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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