USA (Remote)

Affinity is experiencing strong revenue and customer growth, and we’re looking for an experienced customer success leader to help guide our company through our next phase of growth. Within 4 years of going to market, we’ve become the market leader for relationship management in the private capital market: almost 1 in every 5 VCs globally uses our product every day. Our platform has found successful adoption in a wide variety of sectors: today, it underpins thousands of the world’s largest financial, professional services and corporate organizations, including Nike, Twilio, Qualcomm, Softbank, MassMutual, Bain Capital, A16Z, Fidelity, and more.

With the world primarily working remotely in distributed teams, collaboration is harder than ever. Usage on our product is the highest it has ever been. We’re entering the next growth stage in Affinity’s lifecycle where we aim to scale the processes and frameworks for longterm success. We are also now building Affinity’s 2nd product, powered by the same relationship intelligence technology behind Affinity CRM. It is an exciting time! We’re going to fundamentally change the way people leverage their relationships and connect with others to do business, and we’re looking for a leader who can help us realize this vision.

You will lead Affinity's customer success organization and execution in a highly cross-functional company. You will own and support the customer journey and influence a cross-company agreement on how to deliver the most incredible value to our customers. You will drive improvements in how we deliver entitlements and scale our success teams. You will drive exciting change in how we onboard our customers to deliver speedy time to value. You will serve on our revenue leadership team and report directly to our CRO.

What you’ll be doing:

• Recruit, develop, and retain a world-class team.
• Establishing metrics at all levels of the organization defines what success means for our customers.
• Design and build our success and support model for our 2nd product (Affinity for Salesforce)
• Drive accountability through those success metrics across all functions.
• Clarifies a common approach to creating a world-class experience for our customers.
• Create and implement scalable ways to deliver that world-class customer experience to all customers
• Create and enforce scalable ways to measure and improve time to value across all of our solutions
• Partner with sales to perfect the handoff process that leads to positive outcomes for our customers.
• Partner with the build teams to be the voice of the customer backed with data and clear insights on where our product should go.

Teams Reporting to You:

• Customer Success
• Customer Support
• Customer Onboarding

Qualifications:

Required

• 10+ years in Customer Success, Support, or Experience leadership positions, preferably at high-growth SaaS organizations.
• You have prior experience leading CS for a B2B SaaS startup from $50M to $100M plus ($15K ACV).
• Strong operational capabilities to scale a customer success function.
• Experience instilling a customer-centric culture cross-functionally at a high-growth Saas organization.
• Experience building customer loyalty and advocacy at scale in a high-growth SaaS organization.
• Extremely data-driven and analytical.
• You have experience managing and growing international teams (EMEA)
• Proven track record of improving KPIs like GRR, NRR, Adoption, CSAT, etc.

Bonus points:

• You have worked at a startup or high-growth company before specifically focused on core business platforms.
• You have a strong understanding of the financial services industry, or you have a degree in finance

What you'll enjoy at Affinity:

• We live our values as playmakers, obsessed with learning, caring 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.