Customer Success Manager, Strategic
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Overview
The Customer Success team at Affinity are trusted private capital advisors who ensure every Affinity customer maximizes the value of their network and relationships. We deliver this by combining deep industry expertise with proactive guidance, helping customers adopt best practices that drive measurable business outcomes. In this role, you'll drive strategic renewals and upsells while working closely with our clients to understand and address their business needs. Your role will be highly cross‑functional, interfacing with sales, product, and engineering teams to prioritize client concerns. The position reports directly to the Director, Customer Success – EMEA.
Responsibilities
* Own a book of Affinity's strategic customers, driving renewals and upsells.
* Serve as a Customer Advocate, building a strategy to manage client engagement and success.
* Act as a trusted advisor, driving product adoption and ensuring high satisfaction.
* Become a product expert and develop best‑practice guides for clients.
* Collaborate with sales, support, product, and engineering to share client feedback, resolve escalations, and inform the product roadmap.
Qualifications
At Affinity, we are dedicated to building a diverse, inclusive, and authentic workplace. If your experience doesn't match every requirement exactly, we encourage you to apply.
* 5+ years as a Customer Success Manager, Account Manager, or similar role.
* Proven track record of achieving commercial targets in a customer success (enterprise SaaS) setting.
* Experience managing complex accounts, renewals, and upsells/cross‑sells.
* Excellent interpersonal and business relationship skills.
* Influential communicator with experience presenting to small and large audiences.
* Proficient in organization, account prioritization, and time management.
* Experience executing the customer journey while maintaining excellent internal operational cadences.
* Ability to orchestrate cross‑functional resources for client success.
* Excitement about a startup environment and scaling customer success processes.
Bonus Points
* Experience at a SaaS company in the CRM, data services, or financial services space.
Benefits
* We live our values: ownership, growth mindset, respectful candor, playmaker attitude, and “taste the soup.”
* Health benefits with full coverage for you and dependents.
* Flexible personal and sick days.
* Retirement planning via SmartPension.
* Annual education budget and comprehensive L&D program.
* Wellness support: reimbursements for home internet, meals, and memberships.
* Virtual team‑building activities and socials.
Salary range: $88,100.00 – $107,700.00 GBP base. Eligible for commission based on departmental KPIs.
About Affinity
With more than 3,000 customers worldwide and backed by leading Silicon Valley firms, Affinity has raised $120 M to empower dealmakers. Our Relationship Intelligence platform leverages data from trillions of interactions among investment bankers, venture capitalists, consultants, and other strategic dealmakers to deliver automated insights that drive over 450,000 deals monthly. Affinity has earned Inc. and Fortune Best Workplaces awards and is proud to be Great Places to Work certified for five consecutive years.
E‑Verify
Affinity uses E‑Verify to confirm employment eligibility of newly hired employees. Learn more at www.dhs.gov/E‑Verify.
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