Strategic Customer Success Manager

<p><strong>The Role</strong></p> <p>As a Strategic Customer Success Manager at Affinity, you'll own the full post-sale lifecycle for our largest and most complex strategic enterprise accounts while playing a defining role in how our CS organization operates and scales.&nbsp; In this role you'll drive transformational outcomes for customers, shape the frameworks others rely on, and act as a thought partner to both your customers and our internal teams.</p> <p>This role reports directly to the Director of Enterprise Customer Success. You'll be a senior individual contributor whose influence will extend well beyond your own book of business.</p> <p><strong>What will I be doing?</strong></p> <ul> <li>Own a named portfolio of Affinity's largest strategic enterprise accounts, driving transformational business outcomes, commanding C-suite relationships, and securing complex, high-value renewals and expansions</li> <li>Define and lead strategic account plans that connect Affinity's platform to each customer's business objectives</li> <li>Build and maintain deep executive relationships — including regular C-suite engagement — and serve as a visible, trusted thought partner in your customers' organizations</li> <li>Lead community and industry presence initiatives that elevate Affinity's brand and deepen relationships across the private capital ecosystem</li> <li>Serve as the definitive internal voice of the customer — synthesizing patterns across your book and directly influencing product roadmap, GTM strategy, and CS frameworks</li> <li>Define and operationalize CS best practices, renewal frameworks, and expansion playbooks that scale across the team</li> <li>Apply expert-level MEDDPICC and Command of the Message to build multi-stakeholder expansion plays alongside AEs, maintaining consistently high forecast accuracy</li> <li>Formally mentor peers, contribute to onboarding and enablement programs, and help shape how the CS team learns and grows</li> <li>Partner with Product, Marketing, and Sales leadership as a strategic cross-functional stakeholder — not just a collaborator</li> </ul> <p><strong>Qualifications:</strong></p> <p>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.</p> <p><strong><em>Required</em></strong></p> <ul> <li>8+ years in Ente