Senior Customer Success Manager

New York, United StatesHybrid

Responsibilities

Own a portfolio of strategic enterprise accounts — driving adoption, delivering measurable business value, and securing renewals and expansion revenue
Develop multi-threaded relationships across champion and economic buyer levels, and deliver meaningful executive business reviews on a consistent cadence
Orchestrate cross-functional resources — proactively pulling in product, support, and services teams to resolve escalations, accelerate adoption, and deliver an exceptional customer experience
Proven track record of hitting renewal, expansion, and retention targets across a complex enterprise book of business •

This role is for someone who has mastered the fundamentals of enterprise CS and has proven track record owning complex renewals, expanding executive relationships, and consistently exceeding commercial targets.
Build and execute success plans that reflect a deep understanding of each customer's business objectives, stakeholder landscape, and success metrics
Partner closely with Sales to identify and execute on expansion opportunities, applying MEDDPICC and Command of the Message frameworks with proficiency
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 multi-stakeholder relationships, including executive-level engagement
Demonstrated ability to lead cross-functional efforts and drive outcomes without direct authority
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

5+ years in Customer Success Management, or a similar post-sale role in an enterprise SaaS environment

Comfortable operating in a fast-moving, evolving environment — and excited to help shape it 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 $112,480.00 - $162,800.00 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.

To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify .

As a Senior Customer Success Manager at Affinity, you'll own the full post-sale lifecycle for a portfolio of strategic enterprise accounts.
You'll serve as a trusted advisor and internal advocate — building deep relationships, driving measurable business value, and orchestrating the right resources to help your customers succeed.
This role reports directly to the Director of Enterprise Customer Success. You'll be joining a seasoned, collaborative team that is invested in your development and success.
Serve as the voice of the customer internally — synthesizing feedback, flagging risk early, and influencing product direction through structured input
Forecast with accuracy and run renewal commercials with increasing autonomy
Contribute playbooks, templates, and best practices that help scale team-wide effectiveness
At Affinity, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past
Strong communicator and presenter — equally comfortable leading a c-suite level QBR and a product adoption session
Highly organized with sharp prioritization instincts; able to balance strategic account work with operational rigor
Background working with private capital or financial services clients