Customer Success Manager - Scale

The Role:

At Affinity, we’re passionate about our customer's success and looking for strategic, results-driven CSMs. The Customer Success Manager (CSM) on the Scale team plays a crucial role in ensuring the success of a large and global portfolio of Affinity customers. They leverage one-to-many, scalable methods to drive customer engagement and product adoption. Additionally, they provide individual guidance and best practices to drive customer success. Mitigating risk, they will work closely with customers through renewals with a focus on revenue retention. We hope you’re excited about the prospect of shaping the customer experience at Affinity!

What you’ll be doing:

• Manage a large and global portfolio of customers including CRM workflow support, renewal risks, and revenue expansion opportunities.
• Leverage high-touch and one-to-many tactics to drive positive customer outcomes and enable users to further leverage the platform as part of their daily tech stack activities. 
• Take a data-first approach to designing and implementing user engagement strategies at-scale. 
• Mitigate risk by proactively identifying and flagging churn risk early within contract cycle.
• Maintain a deep understanding of the product and make workflow recommendations to drive adoption and engagement. 
• Work cross functionally to provide effective and productive customer engagements.
• Proactively identify and target customers who may not be maximizing Affinity and engage with them in order to drive up monthly active users and seat expansion. 
• Inform and influence our overall scale strategy.
• Function as the voice of the customer, identifying customer trends and providing internal feedback on how Affinity can better serve our customers.

Qualifications:

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply for jobs unless they meet every qualification. At Affinity, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your past experience doesn’t perfectly align with the qualifications above, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Required

• 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.
• You have excellent interpersonal skills with a history of building strong business relationships.
• You're an influential communicator with experience presenting to large and small audiences.
• You're proficient in organization, account prioritization, and time management.
• Ability to orchestrate cross-functional resources to ensure the success of your clients.
• You are excited by the startup environment; you want to contribute to fine-tuning the structure and process to scale the customer success team.

Nice to have

• Having previously worked at a SaaS company in the CRM or data services space 
• Having worked previously with financial services clients 

What you’ll enjoy at Affinity:

• We live our values as playmakers, obsessed with learning, caring personally about our colleagues and clients, are radically open-minded, and take pride in everything we do.
• Health Care coverage and flexible personal & sick days. We want our team to be happy and healthy :)
• We provide an annual budget for you to spend on education and offer a comprehensive L&D program – after all, one of our core values is that we’re #obsessedwithlearning! 
• We support our employee’s overall health and well-being and reimburse monthly for things such as; Transportation, Home Internet, Meals, and Wellness memberships/equipment.
• Virtual team building and socials. Keeping people connected is essential.

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 $55,500.00 - $66,500.00 CAD Base. In addition, this position is also eligible to receive Commission based on departmental KPIs. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training.