Strategic Customer Success Manager

The RoleAs 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.What will I be doing?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 expansionsDefine and lead strategic account plans that connect Affinity's platform to each customer's business objectivesBuild and maintain deep executive relationships - including regular C-suite engagement - and serve as a visible, trusted thought partner in your customers' organizationsLead community and industry presence initiatives that elevate Affinity's brand and deepen relationships across the private capital ecosystemServe as the definitive internal voice of the customer - synthesizing patterns across your book and directly influencing product roadmap, GTM strategy, and CS frameworksDefine and operationalize CS best practices, renewal frameworks, and expansion playbooks that scale across the teamApply expert-level MEDDPICC and Command of the Message to build multi-stakeholder expansion plays alongside AEs, maintaining consistently high forecast accuracyFormally mentor peers, contribute to onboarding and enablement programs, and help shape how the CS team learns and growsPartner with Product, Marketing, and Sales leadership as a strategic cross-functional stakeholder - not just a collaboratorQualifications: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. 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.Required8+ years in Enterprise Customer Success or a similar post-sale role, with significant tenure in enterprise or named account SaaS environmentsDemonstrated track record of driving transformational customer outcomes and consistently exceeding commercial targets at the highest tier of enterprise accountsDeep experience managing C-suite relationships and navigating complex, multi-stakeholder organizations with authority and credibilityExpert communicator and executive presenter - able to lead high-stakes conversations with poise and influence strategic decisionsProven ability to define and operationalize scalable processes, frameworks, and playbooks that elevate team-wide performanceExperience mentoring peers and contributing meaningfully to team capability and cultureHighly autonomous; able to lead complex programs and drive org-level outcomes without direct authorityBonus points for:Deep domain expertise in private capital, venture, or financial servicesExperience in CRM, data services, or relationship intelligence softwareTrack record of shaping CS strategy at an organizational levelLocation: New York City or San Francisco, CAWhat you'll enjoy at Affinity:We live our values: As owners, we take pride in everything we do. We embrace a growth mindset, engage in respectful candor, act as playmakers, and "taste the soup" by diving deep into experiences to create the best outcomes for our colleagues and clients.Health 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.Wellness Support: We reimburse monthly for things like home internet, meals, and wellness memberships/equipment to support your overall health and happiness.Team Connection: Virtual team-building activities and socials to keep our team connected, because building strong relationships is key to success.A reasonable estimate of the current range is $158,400.00 - $198,000.00 USD Base. Within the range, individual pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant.About AffinityWith 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. How? Our Relationship Intelligence platform uses the wealth of data exhaust from trillions of interactions between Investment Bankers, Venture Capitalists, Consultants, and other strategic dealmakers to deliver automated relationship insights that drive over 450,000 deals every month. We are are proud to have received Inc. and Fortune Best Workplaces awards as well as to be Great Places to Work certified for the last 5 years running. Join us on our mission to make it possible for anyone to cultivate and fully harness their network to succeed.We use E-Verify