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

What you'll enjoy at Affinity: 

• We live our values as playmakers who are obsessed with learning, care personally about our colleagues and clients, are radically open-minded, and take pride in everything we do.
• We pay your medical, dental, and vision insurance with comprehensive PPO and HMO plans. And provide flexible personal & sick days. We want our team to be happy and healthy :) 
• We offer a 401k plan to help you plan for retirement.
• We provide an annual budget for you to spend on education and offer a comprehensive L&D program – after all, one of our core values is that we’re #obsessedwithlearning! 
• We support our employee’s overall health and well-being and reimburse monthly for things such as; Transportation, Home Internet, Meals, and Wellness memberships/equipment.
• Virtual team building and socials. Keeping people connected is essential.