The Role
At Affinity, we're building a world-class Customer Success organization—and we’re looking for a Customer Success Operations Manager to be the key driver for how we scale, operate, and deliver value to our customers. In this role, you’ll drive the roadmap behind our Customer Success strategy within the Revenue Operations team—powering insights, planning, and processes that enable our CS team to delight our customers.In this role you will work cross-functionally with CS leadership, RevOps, Product, and Finance, and have high visibility across the organization.
The ideal candidate is highly analytical, a strong communicator, and passionate about scaling a Customer Success Organization.
What You’ll Do
- Partner with Customer Success leadership to design and operationalize strategies around 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 the our Data and Systems teams to ensure the CS tech stack is running efficiently
- Surface actionable insights to Customer Success Managers and CS leadership to help them prioritize actions and scale best practices
Minimum qualifications
- 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
- 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
Location: San Francisco, CA, Austin, TX, or New York (preferred)
What you'll enjoy at Affinity:
- We live our values: As owners, we take pride in everything we do. We embrace a growth mindset, engage in respectful candor, act as playmakers, and "taste the soup" by diving deep into experiences to create the best outcomes for our colleagues and clients.
- Health Benefits: We cover your medical, dental, and vision insurance premiums with comprehensive PPO, HDHP and HMO options (in CA), and offer flexible personal & sick days to support your well-being.
- Retirement Planning: We offer a 401(k) plan to help you plan for your future.
- Learning & Development: We provide an annual education budget and a comprehensive L&D program.
- Wellness Support: We reimburse monthly for things like home internet, meals, and wellness memberships/equipment to support your overall health and happiness.
- Team Connection: Virtual team-building activities and socials to keep our team connected, because building strong relationships is key to success.
Please note that the role compensation details below reflect the base salary only and do not include any variable pay, equity, or benefits. This represents the salary range that Affinity believes, in good faith, at the time of this posting, that it will pay for the posted job. A reasonable estimate of the current range is $110,700.00 - $165,000.00 USD Base. Within the range, individual pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant.
About Affinity
With more than 3,000 customers worldwide and backed by some of Silicon Valley's best firms, Affinity has raised $120M to empower dealmakers to find, manage, and close more deals. How? Our Relationship Intelligence platform uses the wealth of data exhaust from trillions of interactions between Investment Bankers, Venture Capitalists, Consultants, and other strategic dealmakers to deliver automated relationship insights that drive over 450,000 deals every month. We are are proud to have received Inc.
and Fortune Best Workplaces awards as well as to be Great Places to Work certified for the last 5 years running. Join us on our mission to make it possible for anyone to cultivate and fully harness their network to succeed.
We use E-Verify
Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.
Life at Affinity
Thrive Here & What We ValueWe live our values as playmakers who are obsessed with learning, care 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.</s> | 1. Dedicated to building a diverse, inclusive, and authentic workplace | 2. Values playmakers who are obsessed with learning, care personally about colleagues and clients, and take pride in everything they do. | 3. Offers comprehensive benefits package including medical, dental, and vision insurance, flexible personal & sick days, 401k plan, education budget, and L&D program.</s> | We live our values as playmakers who are obsessed with learning, care personally about colleagues and clients, are radically open-minded, and take pride in everything we do. | We provide an annual budget for you to spend on education and offer a comprehensive L&D program. | Support employee's overall health and well-being | Offer annual budget for education and comprehensive L&D program | Virtual team building and socials to keep people connected</s> | Embracing ambiguity and delivering incremental value each sprint | Candid, transparent, and speak our minds while simultaneously caring personally with each person we interact with | Data-driven decisions and making the best decision for the moment based on the information available | Take pride in everything we do</s> | 2. Values playmakers who are obsessed with learning, care personally about our colleagues and clients, are radically openminded, and take pride in everything we do. | 3. Offers comprehensive benefits package including medical, dental, and vision insurance, flexible personal & sick days, 401k plan, education budget, L&D program, and virtual team building and socials.</s> | 1. Customercentric culture | 2. Employeecentric culture that leads with values | 3. Virtual team building and socials | 4. Comprehensive L&D program | 5. Support for employee's overall health and wellbeing</s> | 1. We live our values as playmakers who are obsessed with learning, care personally about our colleagues and clients, are radically openminded, and take pride in everything we do. | 2. We pay your medical, dental, and vision insurance with comprehensive PPO and HMO plans. | 3. We offer a 401k plan to help you plan for retirement. | 4. 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! | 5. We support our employee’s overall health and wellbeing and reimburse monthly for things such as; Transportation, Home Internet, Meals, and Wellness memberships/equipment. | 6. Virtual team building and socials. Keeping people connected is essential.</s> | Values playmakers who are obsessed with learning, care personally about colleagues and clients, are radically open-minded, and take pride in everything done | Offers medical, dental, and vision insurance with comprehensive PPO and HMO plans | Provides flexible personal & sick days | Supports employee's overall health and well-being by reimbursing monthly for things such as; Transportation, Home Internet, Meals, and Wellness memberships/equipment | Living our values as playmakers who are obsessed with learning, care personally about our colleagues and clients, are radically open-minded, and take pride in everything we do. | Paying medical, dental, and vision insurance with comprehensive PPO and HMO plans | Providing flexible personal & sick days | Offering an annual budget for employees to spend on education and offering a comprehensive L&D program | Supporting employee's overall health and well-being by reimbursing monthly for things such as transportation, home internet, meals, and wellness memberships/equipment. | Hosting virtual team building and socials to keep people connected.</s> | 1. Health Care coverage and flexible personal & sick days. | 2. 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! | 3. We support our employee’s overall health and wellbeing and reimburse monthly for things such as; Transportation, Home Internet, Meals, and Wellness memberships/equipment. | 4. Virtual team building and socials. Keeping people connected is essential. | 5. A reasonable estimate of the current range is $72,000 to $108,000 CAD. Within the range, individual pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant.</s> | We provide an annual budget for employees to spend on education and offer a comprehensive L&D program – after all, one of our core values is that we’re #obsessedwithlearning! | Embracing ambiguity and delivering incremental value to customers each sprint | Making data-driven decisions and making the best decision for the moment based on the information available | Supporting employee's overall health and well-being and reimbursing monthly for things such as: Home Internet, Meals, and Wellness memberships/equipment | 1. Empowering dealmakers to find, manage, and close more deals. | 2. Relationship Intelligence platform uses the wealth of data exhaust from trillions of interactions between Investment Bankers, Venture Capitalists, Consultants, and other strategic dealmakers to deliver automated relationship insights that drive over 450,000 deals every month. | 3. Proud to have received Inc. and Fortune Best Workplaces awards as well as to be Great Places to Work certified for the last 5 years running. | 4. Join us on our mission to make it possible for anyone to cultivate and fully harness their network to succeed.</s> | Reasonable estimate of the current range is $79,000 to $133,500 USD. Within the range, individual pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant.</s> | We care personally about our colleagues and clients | We are radically open-minded | We take pride in everything we do | We use E-Verify | Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.</s> | We iterate quickly and embrace ambiguity | We are candid, transparent, and speak our minds while simultaneously caring personally with each person we interact with | We make data-driven decisions and make the best decision for the moment based on the information available | We support our employee’s overall health and well-being and reimburse monthly for things such as; Home Internet, Meals, and Wellness memberships/equipment | We use E-Verify to confirm the employment eligibility of all newly hired employees.</s> | We live our values as playmakers, obsessed with learning, care personally about our colleagues and clients, are radically open-minded, and take pride in everything we do. | Our culture is a key part of how we operate as well as our hiring process: We iterate quickly. As such, you must be comfortable embracing ambiguity, be able to cut through it and deliver incremental value to our customers each sprint. | We are candid, transparent, and speak our minds while simultaneously caring personally with each person we interact with. | We make data-driven decisions and make the best decision for the moment based on the information available. | Join us in enabling every professional on the planet to succeed by harnessing the power of their relationships.</s> | Reasonable estimate of the current range is $72,000 to $110,000 CAD. Within the range, individual pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant. | We support our employee’s overall health and well-being and reimburse monthly for things such as: Home Internet, Meals, and Wellness memberships/equipment | We use E-Verify</s> | We support our employee’s overall health and well-being and reimburse monthly for things such as: Home Internet, Meals, and Wellness memberships/equipment.
