Job Description:
On behalf of our client, Affinity is looking for a Manager of Customer Success to build and lead a dynamic team focused on delivering exceptional customer experiences and outcomes for our clients. Your role is instrumental in shaping customer success strategy to drive customer satisfaction, adoption and retention.
You will collaborate cross-functionally to deliver a seamless customer experience, leveraging data-driven insights to optimize customer engagement and drive continuous improvement.
Responsibilities:
● Grow, lead, and mentor a high-performing team of Account Managers, providing guidance and coaching
● Develop and implement customer success initiatives and processes to drive adoption, retention, and expansion across our customer portfolio
● Create and manage an agile, dynamic and growth-oriented structure within the Customer Success team as we double and then double again our customer accounts
● Develop, monitor and maintain Customer Success SOPs to ensure the scalability of your department as it grows.
● Complete annual and quarterly planning for the Customer Success department, budget, and establishing individual and team OKRs.
● Effectively manage the Customer Success department budget and optimizing allocated financial resources
● Develop strong relationships with clients, serving as a strategic advisor and escalation point for complex issues
● Manage customer escalations and resolve challenging customer issues with a focus on maintaining customer satisfaction and loyalty
● Monitor client churn trends and implement strategies to proactively reduce churn.
● Collaborate closely with Product, Engineering, and Sales to deliver a seamless customer experience
● Analyze customer data and feedback to identify trends, opportunities, and areas for improvement for our client experience
● Be a key player on our company Leadership Team that actively reports on progress, collaborates on company strategic priorities and brings the voice of the customer to strategic decisions.
● Track, analyze, and maintain customer success metrics and KPIs to track team performance and demonstrate value to stakeholders
● Keep up-to-date on the industry, competitors, and other relevant topics, using insights to improve or create new customer success strategies
Requirements:
● Bachelor's degree in Business, Marketing, Communications, or a related field
● 4+ years of proven experience as a Customer Success leader
● Experience with SaaS business models and subscription-based services
● Strong leadership and team management skills, with a proven ability to inspire and motivate teams to deliver exceptional customer experiences.
● Excellent communicator, with the ability to build relationships with clients and be a trusted source of support
● Positive, solution-oriented, adaptable and self-motivated
● Detail-oriented, and able to manage multiple projects in a fast-paced and changing environment
● Experience working cross functionally with Product, Engineering, Marketing & Sales Teams
● Experience in the Creator economy, Influencer Marketing, or Affiliate Marketing is an asset
● Experience with Salesforce and Catalyst is an asset
Salary : 80-100k annually
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About Affinity:
Affinity Group is a full-service Information Technology services and staffing company. We believe recruiting is about creating long term relationships that foster a mutually beneficial partnership - an affinity. Bringing a new style of recruiting founded on five core principles: Transparency – Flexibility – Efficiency – Agility – Inclusivity.
We teamed up with ClimatePartner on 2022 to offset our emissions and move toward being a more environmentally friendly company and we are proud to now be officially Carbon Neutral Certified.
For more information on Affinity, please visit
Job Number: 10351
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