Job Description
The Customer Success Manager (CSM) at Affinity is responsible for managing a large global portfolio of customers, driving engagement and product adoption through scalable methods, and mitigating churn risk to ensure revenue retention. This role involves providing individual guidance, leveraging data-driven strategies, and collaborating cross-functionally to enhance the customer experience.
Key Responsibilities
- Manage a large and global portfolio of customers, focusing on CRM workflow support, renewal risks, and revenue expansion opportunities.
- Leverage high-touch and one-to-many tactics to drive positive customer outcomes and product adoption.
- Design and implement user engagement strategies using a data-first approach.
- Proactively identify and mitigate churn risk within the contract cycle.
- Maintain a deep understanding of the product to drive adoption and engagement.
- Work cross-functionally to ensure effective customer engagements.
- Identify and engage customers not maximizing Affinity to increase monthly active users and seat expansion.
- Provide internal feedback on customer trends to inform scale strategy.
Requirements
- 2-3 years of experience as a Customer Success Manager, Account Manager, or similar role.
- Track record of achieving commercial targets and goals, preferably in an enterprise SaaS setting.
- Experience managing high volumes of accounts at scale, driving adoption and renewals.
- Excellent interpersonal skills with a history of building strong business relationships.
- Influential communicator with experience presenting to large and small audiences.
- Proficient in organization, account prioritization, and time management.
- Ability to orchestrate cross-functional resources to ensure the success of clients.
- Excited by the startup environment and willing to contribute to fine-tuning the structure and process to scale the customer success team.
Benefits & Perks
Compensation/salary range: 65,000.00 - 72,000.00 USD Base
Flexible personal sick days
401k plan
Annual budget for education
Comprehensive L&D program
Reimbursement for Transportation, Home Internet, Meals, and Wellness memberships
Virtual team building and socials
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