Customer Success Manager - Scale
AffinityPosted April 14, 2025
Location not specified
Not SpecifiedCA$56k - CA$67k
Full Time
Job Description
The Customer Success Manager at Affinity is responsible for managing a large global portfolio of customers, driving engagement and product adoption through scalable methods, and mitigating churn risks to ensure customer success and revenue retention.
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 enhance platform usage.
- •Design and implement user engagement strategies using a data-first approach.
- •Proactively identify and flag churn risk early within the contract cycle.
- •Maintain a deep understanding of the product and provide workflow recommendations to drive adoption.
- •Work cross-functionally to ensure effective customer engagements.
- •Identify and engage customers who may not be maximizing Affinity to increase monthly active users and seat expansion.
- •Inform and influence the overall scale strategy based on customer feedback and trends.
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
- •Compensation/salary range: 55,500.00 - 66,500.00 CAD Base
- •Health Care coverage
- •Flexible personal sick days
- •Annual budget for education
- •Comprehensive learning and development program
- •Reimbursement for Transportation, Home Internet, Meals, and Wellness memberships
- •Virtual team building and socials
- •Commission based on departmental KPIs
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