Director - Strategic Customer Success

March 13

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Affinity.co

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Affinity. co is a relationship intelligence platform that helps manage and grow business networks. Affinity leverages artificial intelligence to automatically analyze and organize data on business contacts to provide actionable insights and enhance relationship building efforts. It is especially beneficial for dealmakers in industries like investment banking, private equity, and venture capital, enabling them to maintain stronger professional connections and improve deal flow.

CRM • Relationship Intelligence • Pipeline Management • Contact Management • Lead Generation

201 - 500 employees

Founded 2014

🤖 Artificial Intelligence

🤝 B2B

💸 Finance

📋 Description

• In this role, your team will drive engagement and upsells while working closely with our clients to understand and address their business needs. • This position will report directly to the SVP of Customer Success. • Building and maintaining the team which includes hiring team members, developing the vision and strategy for their team's engagement and activities, identifying and forecasting churn risk, and driving the upsell process in partnership with key business stakeholders across Sales and Customer Success. • Team development, including recruiting, hiring, training and coaching Customer Success Managers. • Executing team goals - improving customer account health (near and long-term), securing favorable terms for upsells, identifying growth opportunities, and providing data insights back to the business at scale (over 3,000 accounts). • Ensuring that the team is effectively identifying customer requirements, uncovering issues, and demonstrating strong account management and commercial capabilities to drive product engagement and upsells. • Acting as a point of escalation with customers. • Proactively partnering with all other relevant internal functions (e.g., product, marketing, support, cs ops, finance, onboarding) to develop comprehensive 'win' strategies for driving engagement. • Conduct forecast meetings with your team and deliver a regular revenue forecast to CS and Finance leadership. • Provide executive management with insights into global upsell trends and key events, solicit executive engagement as required, communicate risks clearly, and take the lead in developing short and long-term resolution strategies.

🎯 Requirements

• 5+ years of experience leading a scalable CS function with large account volume & regional autonomy in a B2B SaaS environment • Proven track record of overachievement of quota and KPIs along with strong organizational, operational and analytical skills • Highly effective communication skills, capable of explaining complex situations clearly and credibly across all functions and levels of the organization • Experience working with a global CS organization • Possess exceptional executive-level negotiation skills and be an effective mentor for team members • Excellent financial acumen, process and policy management skills • Ability to work in a fast-paced environment and effectively prioritize and delegate • You are excited 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

🏖️ Benefits

• We pay your medical, dental, and vision insurance with comprehensive PPO and HMO plans. And provide flexible personal & sick days. We want our team to be happy and healthy :) • We offer a 401k plan to help you plan for retirement. • 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.