customer support
Posted May 12Strategic Customer Success Manager
at Affinity
New York, United StatesHybrid
Responsibilities
- Own a named portfolio of Affinity's largest strategic enterprise accounts, driving transformational business outcomes, commanding C-suite relationships, and securing complex, high-value renewals and expansions
- Define and lead strategic account plans that connect Affinity's platform to each customer's business objectives
- Build and maintain deep executive relationships — including regular C-suite engagement — and serve as a visible, trusted thought partner in your customers' organizations
- Lead community and industry presence initiatives that elevate Affinity's brand and deepen relationships across the private capital ecosystem
- Define and operationalize CS best practices, renewal frameworks, and expansion playbooks that scale across the team
- Demonstrated track record of driving transformational customer outcomes and consistently exceeding commercial targets at the highest tier of enterprise accounts Deep
- Track record of shaping CS strategy at an organizational level
Requirements
- Serve as the definitive internal voice of the customer — synthesizing patterns across your book and directly influencing product roadmap, GTM strategy, and CS frameworks
- Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification.
- experience managing C-suite relationships and navigating complex, multi-stakeholder organizations with authority and credibility
- Proven ability to define and operationalize scalable processes, frameworks, and playbooks that elevate team-wide performance •
- Experience in CRM, data services, or relationship intelligence software
- Join us on our mission to make it possible for anyone to cultivate and fully harness their network to succeed. We use E-Verify
Experience
- 8+ years in Enterprise Customer Success or a similar post-sale role, with significant tenure in enterprise or named account SaaS environments
Benefits
- Highly autonomous; able to lead complex programs and drive org-level outcomes without direct authority Bonus points for:
- Benefits: We cover your medical, dental, and vision insurance premiums with comprehensive PPO, HDHP and HMO options (in CA), and offer flexible personal & sick days to support your well-being.
- Retirement Planning: We offer a 401(k) plan to help you plan for your future.
- Learning & Development: We provide an annual education budget and a comprehensive L&D program.
- Please note that the role compensation details below reflect the base salary only and do not include any variable pay, equity, or benefits.
- This represents the salary range that Affinity believes, in good faith, at the time of this posting, that it will pay for the posted job.
- A reasonable estimate of the current range is $136,800.00 - $198,000.00 USD Base. In addition, this position is also eligible to receive Commission based on CS targets.Within the range, individual pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant. About Affinity
- With more than 3,000 customers worldwide and backed by some of Silicon Valley's best firms, Affinity has raised $120M to empower dealmakers to find, manage, and close more deals.
Contact
- To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify .
Additional details
- As a Strategic Customer Success Manager at Affinity, you'll own the full post-sale lifecycle for our largest and most complex strategic enterprise accounts while playing a defining role in how our CS organization operates and scales. In this role you'll drive transformational outcomes for customers, shape the frameworks others rely on, and act as a thought partner to both your customers and our internal teams.
- This role reports directly to the Director of Enterprise Customer Success. You'll be a senior individual contributor whose influence will extend well beyond your own book of business.
- Formally mentor peers, contribute to onboarding and enablement programs, and help shape how the CS team learns and grows
- Partner with Product, Marketing, and Sales leadership as a strategic cross-functional stakeholder — not just a collaborator
- At Affinity, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past
- Expert communicator and executive presenter — able to lead high-stakes conversations with poise and influence strategic decisions
- Experience mentoring peers and contributing meaningfully to team capability and culture
- Deep domain expertise in private capital, venture, or financial services •
- For this role we're embracing a hub-hybrid model, designed to balance flexibility with meaningful in-person collaboration.
- Team members within commuting distance are expected in-office 2–3 days per week, typically Tuesday through Thursday.