VP – Customer Success
Posted on 3/27/2023

201-500 employees

CRM intelligence platform
Company Overview
Affinity's mission is to create a world where anyone can cultivate and fully harness their network to succeed. The company has created a platform that structures and analyzes millions of data points across emails, calendars, and third-party sources to offer users the tools they need to automatically manage their most valuable relationships, prioritize important connections, and discover untapped opportunities.
Remote • United States
Experience Level
Desired Skills
Sales & Account Management
Customer Success & Support
  • 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
  • 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
  • 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
Desired Qualifications
  • 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