Director, Strategic Customer Success

The Role

In this role, your team will drive engagement and upsells while working closely with our clients to understand and address their business needs. You will work closely with our leadership team to report on the progress of financial metrics, clients to address their business needs, and our product/engineering teams to make sure we place our clients’ concerns above everything else. 

This position will report directly to the SVP of Customer Success. You will join a seasoned team of talented professionals and leaders here to help support you and your success! We hope you’re excited by the challenges a growing company offers, a lot of autonomy, and the prospect of shaping how we interact with our clients at Affinity.

What will I be doing?

• 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

Qualifications

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.

Required:

• 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

Location: New York (preferred)

• 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 $150,000 to $200,000 USD. Within the range, individual pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant.