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?
Join Affinity and make an impact in renewable energy
Stay Updated on Sustainability Jobs
Get the latest renewable energy jobs and career tips delivered to your inbox.
Job Alerts
Get notified about new sustainability jobs
More jobs at Affinity
iOS Engineer
Affinity
Barcelona
Full Time
6d
Senior iOS Engineer
Affinity
VISA
Barcelona
Full Time
6d
Customer Success Manager, Growth
Affinity
VISA
Remote
Full Time
Feb 20
More jobs in Location not specified
Relationship Specialist, West Coast
Palmetto Clean Tech
NEW
Remote
Full Time
7h
Relationship Specialist, West Coast
Palmetto Clean Technology
NEW
Remote
Full Time
6h
Vice President, Renewables
Unison
NEW
Remote
Full Time
6h