Customer Success Manager, Growth

As a Customer Success Manager, Growth at Affinity, your main responsibilities include driving renewals and upselling for your customer portfolio, serving as an advocate for clients, and managing their engagement strategies. You'll also act as their trusted advisor, ensuring they achieve high satisfaction levels with our product while closely interfacing with our sales, product, and engineering teams to share client feedback and enhance their experience.

To be considered for the Customer Success Manager, Growth position at Affinity, you should have at least 2 years of relevant experience, particularly as a Customer Success Manager or Account Manager within the SaaS industry. A proven track record of achieving commercial targets, excellent interpersonal skills, and a strong ability to manage client relationships are essential. While certain qualifications are advantageous, we believe that enthusiasm and a willingness to learn are just as important!

Affinity prides itself on a vibrant company culture characterized by a strong commitment to learning, collaboration, and mutual respect. As a Customer Success Manager, you will enjoy a supportive environment that values personal growth and connection with colleagues. The company offers flexible work arrangements, wellness reimbursements, and opportunities for professional development, ensuring that employees are recognized and valued.

Affinity is deeply committed to your professional growth as a Customer Success Manager, offering an annual budget specifically for education and a comprehensive learning and development program. We encourage our employees to pursue continuous learning, helping you refine your skills and stay abreast of industry trends, which ultimately translates to better service for our clients and success for you.

The expected salary range for a Customer Success Manager, Growth at Affinity is between $65,000.00 and $90,000.00 CAD base, depending on your skills, experience, and related education. Additionally, there's potential for commission based on departmental KPIs, making it a lucrative opportunity for motivated candidates.

When answering this question, focus on specific examples that showcase your ability to manage key accounts effectively. Highlight your strategies for driving customer satisfaction, addressing challenges, or achieving renewals, and ensure to tie these experiences back to the skills that are particularly valued at Affinity.

Discuss your approach to balancing client advocacy with commercial outcomes. Provide examples of how you've successfully navigated this balance in your previous roles and explain how you use data and feedback to inform your strategies.

Talk about specific techniques you use to encourage clients to leverage all features of a product. This might include developing customized training resources, holding regular check-ins, or creating feedback loops that emphasize the value of a full product suite, demonstrating your commitment to their success.

Share a specific example of a challenging customer situation and how you resolved it. Emphasize your problem-solving skills, emotional intelligence, and the outcomes of your interaction in a way that aligns with Affinity's focus on client satisfaction.

Discuss your experiences in driving interdepartmental communication and collaboration. Offer examples of how you've previously worked with sales, product, and support teams to enhance the customer experience and share actionable feedback that informs product development.

Identify key performance indicators (KPIs) relevant to customer success management, such as Net Promoter Score (NPS), renewal rates, or upsell metrics. Explain how you track these metrics and utilize this data to make informed decisions and improvements.

Share personal stories or experiences that ignite your passion for customer success. Talk about how your commitment to helping clients achieve their goals aligns with Affinity's values and mission, enhancing your overall fit for the role.

Explain your methods for continuous learning, such as attending webinars, reading industry publications, or participating in professional networks. Relate this back to how this habit would benefit your role as a Customer Success Manager at Affinity.

Provide a concrete example that showcases your ability to turn around negative customer experiences. Highlight your approach, your understanding of the customer’s needs, and how you addressed the issue effectively.

Articulate a genuine connection between your personal career goals and Affinity’s mission. Discuss what excites you about the opportunity and how you see yourself contributing positively to the customer experience and the company’s continued success.