Strategic Customer Success Manager

The Role As a Strategic Customer Success Manager at Affinity, you'll own the full post-sale lifecycle for our largest and most complex strategic enterprise accounts while playing a defining role in how our CS organization operates and scales. In this role you'll drive transformational outcomes for customers, shape the frameworks others rely on, and act as a thought partner to both your customers and our internal teams. This role reports directly to the Director of Enterprise Customer Success. You'll be a senior individual contributor whose influence will extend well beyond your own book of business. What will I be doing? Own a named portfolio of Affinity's largest strategic enterprise accounts, driving transformational business outcomes, commanding C-suite relationships, and securing complex, high-value renewals and expansions Define and lead strategic account plans that connect Affinity's platform to each customer's business objectives Build and maintain deep executive relationships — including regular C-suite engagement — and serve as a visible, trusted thought partner in your customers' organizations Lead community and industry presence initiatives that elevate Affinity's brand and deepen relationships across the private capital ecosystem Serve as the definitive internal voice of the customer — synthesizing patterns across your book and directly influencing product roadmap, GTM strategy, and CS frameworks Define and operationalize CS best practices, renewal frameworks, and expansion playbooks that scale across the team Apply expert-level MEDDPICC and Command of the Message to build multi-stakeholder expansion plays alongside AEs, maintaining consistently high forecast accuracy Formally mentor peers, contribute to onboarding and enablement programs, and help shape how the CS team learns and grows Partner with Product, Marketing, and Sales leadership as a strategic cross-functional stakeholder — not just a collaborator Qualifications: Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to 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 above, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Required 8+ years 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 org-level outcomes without direct authority Bonus points for: Deep domain expertise in private capital, venture, or financial services Experience in CRM, data services, or relationship intelligence software Track record of shaping CS strategy at an organizational level Location: New York City 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 2–3 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 ta