Job Description
A Senior Customer Success Manager at Affinity is responsible for managing the full post-sale lifecycle of strategic enterprise accounts, building deep relationships, driving adoption, delivering measurable business value, and securing renewals and expansion revenue to ensure customer success.
Key Responsibilities
- Own a portfolio of strategic enterprise accounts, driving adoption, delivering business value, and securing renewals and expansion revenue
- Develop and execute success plans aligned with customer business objectives and success metrics
- Build multi-threaded relationships across stakeholder levels and deliver executive business reviews
- Synthesize customer feedback, identify risks early, and influence product development
- Coordinate cross-functional teams to resolve escalations, accelerate adoption, and enhance customer experience
- Partner with Sales to identify and pursue expansion opportunities using structured frameworks
- Forecast renewals accurately and manage renewal negotiations independently
Requirements
- Minimum of 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 engagement at the executive level.
- Strong communication and presentation skills, comfortable leading both a C-suite level Quarterly Business Review (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 eager to help shape it.
- Proficiency in applying MEDDPICC and Command of the Message frameworks for identifying and executing expansion opportunities.
- Ability to forecast with accuracy and run renewal commercials with increasing autonomy.
Benefits & Perks
Compensation/salary range: $130,240.00 - $162,800.00 USD base salary, dependent on experience, location, and other factors
Work schedule: Not explicitly specified
Work environment perks: Virtual team-building activities and socials
Additional benefits: Health insurance (medical, dental, vision), flexible personal sick days, 401(k) retirement plan, annual education budget, comprehensive learning and development program, wellness reimbursement for home internet, meals, and memberships
Ready to Apply?
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