The posting
THE ROLE
At Affinity, we're passionate about our customers' success and looking for a resourceful, results driven Customer Success Specialist to join our Scale team. This role blends two things: managing a large, global portfolio of Scale customers day to day, and helping build the scalable, one to many programs that let a lean team deliver a great experience across a much larger book than a traditional 1:1 CSM model allows.
You'll manage a book of Scale accounts as part of a pooled model, driving adoption, mitigating renewal risk, and expanding revenue, while also building the playbooks, programs, triggers, and campaigns that not only support activation for the Scale book, but also for the whole customer base. You'll partner closely with Scale CSMs, CS Ops, Product, and Lifecycle Marketing to make sure the customer journey feels coordinated from onboarding through renewal and expansion.
WHAT YOU'LL BE DOING
Account management
- Manage a large and global portfolio of customers, including CRM workflow support, renewal risk, and revenue expansion opportunities.
- Leverage high touch and one to many tactics to drive positive customer outcomes and help users work Affinity into their daily tech stack.
- Mitigate risk by proactively identifying and flagging churn risk early in the contract cycle.
- Maintain a deep understanding of the product and make workflow recommendations to drive adoption and engagement.
- Proactively identify customers who may not be maximizing Affinity and engage them to drive up monthly active users and seat expansion.
- Work cross functionally to provide effective and productive customer engagements.
- Function as the voice of the customer, identifying trends and feeding them back internally.
Program design and journey work
- Help design and continuously improve programs across the Scale customer journey, from onboarding through renewal and expansion.
- Help identify which moments need a scaled, tech touch program versus a 1:1 touch, and build the playbooks and triggers (health score, usage signals, journey stage) that route accounts appropriately.
- Use product usage and health score data to build programs that increase adoption of core Affinity features and AI capabilities, including MCP, across the Scale book.
- Help identify the highest leverage touchpoints and design campaigns, in app messaging, and outreach sequences that move accounts through activation milestones.
Measurement and reporting
- Take a data first approach to designing and implementing engagement strategies at scale.
- Track the KPIs that matter for the Scale segment (activation rate, adoption, retention, expansion ARR, GRR) and report regularly on program and portfolio performance.
- Share insights that help shape Affinity's overall scale strategy.
HOW YOU'LL WORK
- Partner closely with Scale CSMs, CS Ops, Onboarding, Product, and Lifecycle so the customer journey feels coordinated rather than duplicated across teams.
- Use data (Salesforce, Amplitude, etc.) to prioritize which accounts need attention and which programs to build next.
- Build with AI and automation first, using triggers and personalization to make one to many programs feel tailored.
- Operate with the pace and iteration mindset of a hyper growth CS org: ship a program, measure it, adjust it.
- Orchestrate cross functional resources to ensure the success of your clients.
QUALIFICATIONS
Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply for 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 below, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
Required
- 1-2 years of experience as a Customer Success Manager, Account Manager, CS programs, CS operations, Lifecycle Marketing, or similar role.
- Track record of achieving commercial targets and goals, preferably in an enterprise SaaS setting.
- Experience managing high volumes of accounts at scale, driving adoption and renewals.
- Experience designing or running scalable, tech touch programs for a large book of accounts, not just 1:1 account management.
- Excellent interpersonal skills with a history of building strong business relationships.
- A clear communicator, comfortable presenting your work to teammates and cross functional partners.
- Skilled at analyzing customer and usage data to build actionable programs and measure outcomes.
- Proficient in organization, account prioritization, project management, and time management.
- Ability to manage multiple accounts and programs simultaneously, and ship in a fast paced, high growth environment.
- You are excited by the startup environment and enjoy contributing to a team that's still building out its structure and process as it scales.
Nice to have
- Experience at a SaaS company in the CRM or data services space.
- Experience with financial services clients, or in VC, private equity, investment banking, or other private capital verticals.
- Proficiency with tools like Salesforce, AI first CS platforms like Sonora, marketing automation tools like Customer.io http://Customer.io or Pardot, Notion, and AI tools (Claude, ChatGPT, or similar).
- Familiarity with Affinity's MCP / AI ecosystem or similar AI driven CS tooling.
- A creative problem solver who challenges the status quo, with a curiosity for data and a habit of digging into results to surface trends.
Location: San Francisco or New York
For this role we're embracing a hub-hybrid model, designed to balance flexibility with meaningful in-person collaboration. Team members within commuting distance are expected in-office 2 days per week, typically Tuesday through Thursday. We believe great things happen when people come together intentionally to connect, create, and build momentum as a team.
What you'll enjoy at Affinity:
- 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
- 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.
Please note that the role compensation details below reflect the base salary only and do not include any variable pay, equity, or benefits. This represents the salary range that Affinity believes, in good faith, at the time of this posting, that it will pay for the posted job.
A reasonable estimate of the current range is $66,000 - $90,000 USD. Within the range, individual pay depends on various factors including geographical location and a review of the applicant's experience, knowledge, skills, and abilities.
About Affinity
Affinity is the AI-first CRM for private capital, helping firms turn relationship intelligence into action across the investment lifecycle. Built on a decade of proprietary relationship, interaction and deal data, Affinity automatically captures activity, maps firm networks, and surfaces the connections and insights that help investors source, evaluate and win opportunities.
Trusted by more than 3,300 private capital firms, including 40% of the venture capital market and more than 330 private equity buyout teams, Affinity powers one of the industry's deepest relationship graphs. The platform is built on more than 130 billion structured relationships, 177 million people tracked, 88 million companies tracked and 31 billion interactions, helping firms uncover opportunities sooner, move with greater conviction and scale institutional knowledge over time.
Learn more: affinity.co http://affinity.co
