Job Description
A Senior Customer Success Manager at Affinity is responsible for managing the full post-sale lifecycle of strategic enterprise accounts, driving adoption, renewals, and expansion, while building strong relationships and delivering measurable business value to ensure customer success.
Key Responsibilities
- Own a portfolio of strategic enterprise accounts, driving adoption, business value, renewals, and expansion revenue
- Develop and execute success plans aligned with customer business objectives and success metrics
- Build multi-level relationships and deliver executive business reviews
- Synthesize customer feedback, identify risks, and influence product development
- Coordinate cross-functional teams to resolve escalations and enhance customer experience
- Partner with Sales to identify and pursue expansion opportunities using structured frameworks
- Forecast renewals accurately and manage renewal negotiations autonomously
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 with executive-level stakeholders.
- Strong communication and presentation skills, comfortable leading a C-suite level Quarterly Business Review (QBR) and product adoption sessions.
- Highly organized with sharp prioritization skills, 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 willing to help shape it.
- Experience in using frameworks such as MEDDPICC and Command of the Message for identifying and executing expansion opportunities.
- Ability to forecast with accuracy and independently run renewal commercials.
- Experience with CRM, data services, or relationship intelligence software is preferred.
- Location requirement: Must be within commuting distance to New York City and able to work in a hub-hybrid model, in-office 2-3 days per week, typically Tuesday through Thursday.
Benefits & Perks
Compensation/salary range: $112,480 - $162,800 USD base salary, plus potential commission
Work schedule: Hybrid model with in-office presence 2-3 days per week (Tuesday through Thursday)
Work environment perks: Virtual team-building activities and socials
Health Benefits: Medical, dental, and vision insurance premiums covered with PPO, HDHP, and HMO options; flexible personal sick days
Retirement Planning: 401(k) plan
Learning Development: Annual education budget and comprehensive learning and development program
Wellness Support: Monthly reimbursements for home internet, meals, wellness memberships, and equipment
Ready to Apply?
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