Customer Success Specialist

Affinity.co

. Manage a large, global portfolio of Scale customers in a pooled model .

Posted 9/30/2026full-timeUnited StatesJunior💰 $66,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer success initiatives, driving adoption, renewals, and expansion in a SaaS environment. Proficient in utilizing data analytics to inform strategies and improve customer outcomes while collaborating cross-functionally.

Highest-signal resume keywords

Customer Success ManagementSaaS ExperienceData AnalysisSalesforce ProficiencyAccount Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ProgramsAccount PrioritizationProject ManagementRenewal StrategyData-Driven Decision Making

Soft Skills

Interpersonal SkillsClear CommunicationRelationship BuildingOrganizational SkillsTime Management

Tools & Technologies

SalesforceAmplitudeCustomer.ioPardotNotionAI Tools

Industry Keywords

Enterprise SaaSFinancial ServicesVCPrivate EquityInvestment Banking

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
Excellent interpersonal skills and history of building strong business relationships
Clear communicator, comfortable presenting 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 in a fast-paced, high-growth environment
Excited by the startup environment and contributing to evolving structure and process
Experience at a SaaS company in the CRM or data services space
Experience with financial services clients, VC, private equity, investment banking, or private capital verticals
Proficiency with Salesforce, AI-first CS platforms such as Sonora, marketing automation tools such as Customer.io or Pardot, Notion, and AI tools such as Claude or ChatGPT
Familiarity with Affinity's MCP/AI ecosystem or similar AI-driven CS tooling

Benefits

Comp & perks

Medical, dental, and vision insurance premiums covered
Comprehensive PPO, HDHP and HMO options in California
Flexible personal and sick days
401(k) plan
Annual education budget
Monthly reimbursement for home internet, meals, and wellness memberships/equipment
Virtual team-building activities and socials
Hub-hybrid work model balancing flexibility with in-person collaboration