Strategic Customer Success Manager

The Strategic Customer Success Manager at Affinity is responsible for managing and growing the company's largest enterprise accounts by driving transformational outcomes, building executive relationships, and influencing product and strategy to ensure customer success and retention. Key Responsibilities Own a portfolio of strategic enterprise accounts, driving business outcomes and securing renewals and expansions Develop and lead strategic account plans aligned with customer business objectives Build and maintain executive relationships, including regular C-suite engagement Lead community and industry initiatives to enhance brand presence and relationships Represent the voice of the customer internally to influence product roadmap, GTM strategy, and CS frameworks Define and implement scalable customer success processes, frameworks, and playbooks Apply MEDDPICC and Command of the Message methodologies to develop multi-stakeholder expansion strategies Mentor peers, contribute to onboarding and enablement programs, and shape team growth Requirements Eight (8) or more years of experience in Enterprise Customer Success or a similar post-sale role, with significant tenure in enterprise or named account SaaS environments. Demonstrated track record of driving transformational customer outcomes and consistently exceeding commercial targets at the highest tier of enterprise accounts. Deep experience managing C-suite relationships and navigating complex, multi-stakeholder organizations with authority and credibility. Expert communicator and executive presenter able to lead high-stakes conversations with poise and influence strategic decisions. Proven ability to define and operationalize scalable processes, frameworks, and playbooks that elevate team-wide performance. Experience mentoring peers and contributing meaningfully to team capability and culture. Highly autonomous, able to lead complex programs and drive organizational-level outcomes without direct authority. Compensation/salary range: $136,800 - $198,000 USD base salary, plus commission based on CS targets Work schedule: Hybrid model with in-office presence 2-3 days per week (Tuesday through Thursday) Work environment perks: Virtual team-building activities and socials Additional benefits: Health insurance (medical, dental, vision), flexible personal sick days, 401(k) retirement plan, annual education budget, wellness reimbursement (home internet, meals, wellness memberships), support for overall health and happiness #J-18808-Ljbffr