Affinity.co

Customer Success Manager

• Manage a large, global portfolio of Scale customers in a pooled model
• Provide CRM workflow support and identify renewal risk and revenue expansion opportunities
• Drive adoption, customer outcomes, renewals, and seat expansion using high-touch and one-to-many tactics
• Identify and flag churn risk early in the contract cycle
• Make workflow recommendations based on deep product knowledge
• Identify customers not maximizing Affinity and increase monthly active users and seat expansion
• Collaborate cross-functionally and act as the voice of the customer
• Design and improve programs across onboarding, activation, renewal, and expansion
• Build playbooks, triggers, health-score and usage-signal routing, campaigns, in-app messaging, and outreach sequences
• Use product usage and health-score data to increase adoption of Affinity features and AI capabilities, including MCP
• Track activation rate, adoption, retention, expansion ARR, and GRR
• Report on program and portfolio performance and share insights shaping Affinity's scale strategy
• Use Salesforce, Amplitude, and other data to prioritize accounts and programs
• Build AI- and automation-first personalized one-to-many programs
• Iterate programs by shipping, measuring, and adjusting them
• Orchestrate cross-functional resources to ensure client success

Customer Success Specialist

Full-stack Engineer

• Set and own the technical direction for a core product domain
• Make and defend architecture, sequencing, and tradeoff decisions
• Lead complex, multi-quarter initiatives end to end
• Break ambiguous problems into work other engineers can execute
• Partner with product and design from problem definition through delivery
• Shape what gets built and how it gets built
• Raise the technical bar through design reviews, code reviews, and mentorship
• Identify and advocate for investments in reliability, performance, and developer velocity
• Own operational health, performance, observability, and on-call for the domain
• Work with AI development tools and help the team use them effectively
• Work across the stack, including backend data models and asynchronous processing, frontend design systems, and rich visualizations
• Report to the Senior Engineering Manager

Customer Success Specialist

Staff Software Engineer