CS Operations Architect for Scale & Insights

RevOps Report; New York (NY); Hybrid; USD 106,000 - 150,000; Full time

Benefits offered by this job

Health benefits

401(k) retirement plan

Learning & development

Wellness stipend

Team connection

Job summary

Affinity is building a world-class Customer Success organization. We’re seeking a Customer Success Operations Manager to drive the roadmap behind our CS strategy within Revenue Operations, powering insights, planning, and processes to enable our CS team to delight customers.

You’ll work cross-functionally with CS leadership, RevOps, Product, and Finance, with high visibility across the organization. The ideal candidate is highly analytical and a strong communicator, passionate about scaling a CS

Qualifications

• 3+ years of experience in a CS Operations role at a high-growth company.
• Strong familiarity with CS metrics and SaaS operating models (e.g. customer health, NPS, GRR, NRR, LTV).
• Proficiency in Excel/Google Sheets and BI tools (Looker, Tableau) for data analysis and visualization.
• Proficiency using AI to automate operational processes and build artifacts for stakeholders.
• Expert knowledge of Salesforce CRM and CS tools (Gainsight, Planhat).
• Ability to influence and partner cross-functionally with CS, Product, RevOps, and Finance stakeholders.
• Excellent communication and presentation skills; translate data into stories and strategic recommendations.
• Strong project management and program management skills with drive to completion.
• 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.

Responsibilities

• 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 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

Skills

CS Operations experience

SaaS metrics expertise

Strong communication

Cross-functional collaboration

Project management

FP&A partnership

Data analysis with BI tools

Tools

Excel/Google Sheets

Looker/Tableau

Salesforce CRM

Gainsight

Planhat

AI automation tools

Job description

Affinity is building a world-class Customer Success organization. We’re seeking a Customer Success Operations Manager to drive the roadmap behind our CS strategy within Revenue Operations, powering insights, planning, and processes to enable our CS team to delight customers.

You’ll work cross-functionally with CS leadership, RevOps, Product, and Finance, with high visibility across the organization. The ideal candidate is highly analytical and a strong communicator, passionate about scaling a CS