Affinity Hospice

Strategic Customer Success Manager

New York, NY · Director

Sponsorship not specified$137k-$198kDetected 70 days ago

Product ManagementProduct StrategyCRMCustomer SuccessLeadershipMentoring

About the role

This role reports directly to the Director of Enterprise Customer Success.
Serve as the definitive internal voice of the customer - synthesizing patterns across your book and directly influencing product roadmap, GTM strategy, and CS frameworks

We believe great things happen when people come together intentionally to connect, create, and build momentum as a team.
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.
You'll be a senior individual contributor whose influence will extend well beyond your own book of business.
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
Apply expert-level MEDDPICC and Command of the Message to build multi-stakeholder expansion plays alongside AEs, maintaining consistently high forecast accuracy
Partner with Product, Marketing, and Sales leadership as a strategic cross-functional stakeholder - not just a collaborator
Team Connection: Virtual team-building activities and socials to keep our team connected, because building strong relationships is key to success.
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.
Virtual team-building activities and socials to keep our team connected, because building strong relationships is key to success.

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
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
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
Highly autonomous; able to lead complex programs and drive org-level outcomes without direct authority

Define and operationalize CS best practices, renewal frameworks, and expansion playbooks that scale across the team
Formally mentor peers, contribute to onboarding and enablement programs, and help shape how the CS team learns and grows

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 $136,800.00 - $198,000.00 USD Base.

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.
Please note that the role compensation details below reflect the base salary only and do not include any variable pay, equity, or benefits.

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.
Build and maintain deep executive relationships - including regular C-suite engagement - and serve as a visible, trusted thought partner in your customers' organizations
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 offer a 401(k) plan to help you plan for your future.

This listing is sourced directly from Affinity Hospice's careers page and normalized into a canonical job model.