Director, Strategic Customer Success

As the Director of Strategic Customer Success at Affinity, your key responsibilities include leading and managing a scalable Customer Success function that engages over 3,000 accounts, overseeing team development through recruitment and training, driving upsell processes in collaboration with sales, and ensuring effective client communication. You'll also be responsible for identifying churn risks and improving overall customer account health while providing executive insights into global upsell trends and key events.

To qualify for the Director of Strategic Customer Success position at Affinity, you need at least 5 years of experience leading a customer success function in a B2B SaaS environment with significant account volume. Essential skills include exceptional communication and negotiation capabilities, financial acumen, and the ability to prioritize tasks effectively. A passion for building teams and mentoring is also crucial.

The Director of Strategic Customer Success plays a pivotal role in driving Affinity’s growth by improving customer account health and securing upsells. By collaborating with various internal teams and executing effective engagement strategies tailored to client needs, the director will help maximize relationship intelligence and ultimately support revenue growth and customer satisfaction.

Working as a Director of Strategic Customer Success at Affinity means being part of a vibrant and inclusive remote-work culture. You will collaborate with a seasoned team that values transparency, growth, and camaraderie, participating in virtual team-building activities and maintaining strong relationships with colleagues. The environment is fast-paced, but you’ll have the autonomy and resources to affect change positively.

At Affinity, we prioritize professional development. As the Director of Strategic Customer Success, you'll have access to an annual education budget and comprehensive learning and development programs. This support, coupled with opportunities for mentorship and leadership training, will enable you to refine your skills and advance in your career.

To improve customer account health, I would focus on proactive engagement through regular check-ins, analyzing usage data to uncover issues, and leveraging customer feedback to refine our service offerings. Building strong relationships and understanding clients’ evolving needs is key to ensuring their satisfaction and long-term retention.

When approaching upselling, I prioritize understanding the unique needs and pain points of each customer. By demonstrating how additional services can provide specific benefits, I build trust and show that I have their best interests in mind. It's essential to approach upselling as a way to add value rather than merely making a sale.

In my previous roles, I have led diverse teams within customer success by prioritizing a culture of mentorship and continuous learning. I focus on hiring the right talent, providing regular training sessions, and fostering an open environment where team members can share insights and strategies. My approach emphasizes adaptability, empathy, and empowering my team members.

Key metrics include customer satisfaction (CSAT) scores, Net Promoter Score (NPS), churn rates, upsell revenues, and account health metrics. By continuously monitoring these indicators, I can assess the effectiveness of our strategies and make informed decisions about necessary adjustments.

Handling difficult customers begins with active listening to understand their concerns fully. I strive to empathize with their situation and take immediate action to address their issues. Maintaining communication throughout the process to keep them updated fosters trust and often helps turn a negative experience into a positive outcome.

In my last role, I led a project to re-structure our customer onboarding process, which resulted in a 30% reduction in churn during the first 90 days. By streamlining communication and providing tailored resources, we improved the customer experience from day one.

Communication is vital in customer success as it builds trust and fosters transparency. Consistent updates, availability for feedback, and open lines of communication help ensure that customers feel valued and heard, which directly correlates with higher satisfaction and retention rates.

I prioritize competing demands by using a systematic approach, evaluating urgency and impact. I also delegate tasks efficiently among my team, ensuring timely responses to urgent client needs while managing long-term strategies. Clear communication with clients regarding timelines builds trust and maintains service levels.

A primary challenge is aligning the diverse needs of clients with our business goals. Additionally, scaling customer success as we grow can be difficult. Overcoming these challenges requires strong stakeholder collaboration and a commitment to adapting strategies based on evolving market dynamics and client feedback.

I am deeply motivated by seeing how our services empower clients to achieve their goals. Building relationships and creating success stories through our partnerships is incredibly rewarding. Tangible impacts inspire me to continually enhance my strategies and support my team in delivering exceptional service.