CS Operations Leader: Scale Success & Strategy

Affinity (CRM); New York (NY); Hybrid; USD 106,000 - 150,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Education budget

Wellness reimbursement

Team socials

Job summary

Affinity is seeking a Customer Success Operations Manager to scale our CS function within the Revenue Operations group. You will own the roadmap for CS strategy, partner with CS leadership, RevOps, Product, and Finance to enable data-driven decisions and scalable processes.

The role emphasizes analytics, cross-functional influence, and automation, with in-office hub-hybrid flexibility in SF or NYC. Expect collaboration across teams and ownership of capacity planning, health scoring, forecasts,

Qualifications

• 3+ years in a CS Ops role at high-growth company.
• Strong CS metrics familiarity (GRR, NRR, LTV, NPS).
• Excel/Looker/Tableau for data analysis and visualization.
• Experience using AI to automate processes (Claude, ChatGPT).
• Expert in Salesforce CRM and CS tools (Gainsight, Planhat).
• Ability to influence cross-functionally with CS, Product, RevOps, Finance.

Responsibilities

• Design and operationalize CS strategies around segmentation and journeys.
• Build models for CS capacity, health scoring, churn/expansion forecasting.
• Track metrics like GRR, NRR, CSAT, onboarding time and drive improvements.
• Own the CS journey and the org’s operational roadmap.
• Collaborate with Finance on budgeting, headcount, compensation strategy.
• Partner with Data and Systems teams to ensure an efficient CS tech stack.
• Surface actionable insights to CS managers and leadership.

Skills

CS Operations

Data analysis

Cross-functional

Forecasting

Process automation

Communication

Project management

FP&A partnering

Tools

Salesforce CRM

Gainsight

Planhat

Looker

Tableau

Excel/Google Sheets

Job description

Affinity is seeking a Customer Success Operations Manager to scale our CS function within the Revenue Operations group. You will own the roadmap for CS strategy, partner with CS leadership, RevOps, Product, and Finance to enable data-driven decisions and scalable processes.

The role emphasizes analytics, cross-functional influence, and automation, with in-office hub-hybrid flexibility in SF or NYC. Expect collaboration across teams and ownership of capacity planning, health scoring, forecasts,