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About the Role

Affinity is building a world-class Customer Success organization and seeks a Customer Success Operations Manager to drive scaling, operations, and customer value. This role will lead the Customer Success strategy within Revenue Operations, providing insights, planning, and processes to enhance customer delight. The position involves cross-functional collaboration with CS leadership, RevOps, Product, and Finance, offering high organizational visibility. The ideal candidate is analytical, communicative, and passionate about scaling Customer Success.

Responsibilities

Partner with Customer Success leadership to design and operationalize strategies for account segmentation, customer journeys, and success planning.
Build and manage models for CS capacity planning, productivity benchmarks, customer health scoring, and churn/expansion forecasting.
Track and analyze key customer metrics (e.g., GRR, NRR, CSAT, onboarding time) to identify trends and drive continuous improvement.
Own the Customer Journey and the Customer Success Org’s operational roadmap.
Collaborate with Finance on budgeting, headcount, and compensation strategy for the CS organization.
Serve as a systems and tooling expert, partnering with Data and Systems teams to ensure CS tech stack efficiency.
Surface actionable insights to Customer Success Managers and CS leadership to help prioritize actions and scale best practices.

Requirements

3+ years of experience in a CS Operations role at a high-growth company.
Strong familiarity with Customer Success metrics and SaaS operating models (e.g., customer health, NPS, GRR, NRR, LTV).
Proficiency in Excel/Google Sheets and BI tools (e.g., Looker, Tableau) for data analysis and visualization.
Proficiency using AI to automate operational processes and build artifacts or agents for stakeholders.
Expert level knowledge of Salesforce CRM and Customer Success tools (e.g., Gainsight, Planhat).
Ability to influence and partner cross-functionally with CS, Product, RevOps, and Finance stakeholders.
Excellent communication and presentation skills; able to translate data into stories and strategic recommendations.
Strong project management and program management skills, with the ability to drive projects to completion with minimal oversight.
Experience partnering with FP&A to build revenue plans, capacity models, compensation plans, and deal desks.
Strong track record of developing and presenting revenue-related KPIs to leadership.
Maintains a long-term outlook while being revenue-focused when leading a team finding solutions to challenges.
Autonomous, self-driven, and able to thrive in ambiguity.

Skills

Excel/Google Sheets
BI tools (Looker, Tableau)
AI for operational process automation
Salesforce CRM
Customer Success tools (Gainsight, Planhat)
Data analysis
Data visualization
Communication
Presentation
Project management
Program management

Location

San Francisco
New York

Work Type

Hub-hybrid

Experience Level

3+ years of experience in a CS Operations role

Salary/Compensations

$106,000 - $150,000 USD Base

Benefits

Medical, dental, and vision insurance premiums covered
Flexible personal & sick days
401(k) plan
Annual education budget
Comprehensive L&D program
Monthly reimbursement for home internet, meals, and wellness memberships/equipment
Virtual team-building activities and socials

About the Company

Affinity has over 3,000 customers worldwide and is backed by leading Silicon Valley firms, having raised $120M.
The company's Relationship Intelligence platform empowers dealmakers by leveraging data from trillions of interactions to provide automated relationship insights.
The platform supports over 450,000 deals monthly for Investment Bankers, Venture Capitalists, Consultants, and other dealmakers.
Affinity has received Inc. and Fortune Best Workplaces awards and has been Great Places to Work certified for the last 5 years.
The company's mission is to enable anyone to cultivate and harness their network for success.