Customer Success Operations Manager

Swooped; United States; On-site; USD 111,000 - 165,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Learning & development

Wellness stipend

Team events

Job summary

Affinity is building a world-class Customer Success organization and seeks a Customer Success Operations Manager to drive the roadmap behind CS strategy within the Revenue Operations team, enabling insights, planning, and processes that empower the CS team to delight customers.

The role partners with CS leadership, RevOps, Product, and Finance, requiring analytical, strong communication, and scaling capabilities; it offers cross-functional exposure and high visibility across the organization.

Qualifications

• 3+ years in CS Operations at a high-growth company.
• Strong familiarity with CS metrics and SaaS operating models.
• Proficient in Excel/Google Sheets and BI tools for data analysis.
• Expert knowledge of Salesforce CRM and CS tools (Gainsight, Planhat).

Responsibilities

• Partner with CS leadership to design and operationalize strategies for account segmentation and customer journeys.
• Build models for CS capacity planning, productivity benchmarks, and churn/expansion forecasting.
• Track key metrics (GRR, NRR, CSAT, onboarding time) and drive continuous improvement.
• Own the CS journey and operational roadmap for the organization.
• Collaborate with Finance on budgeting, headcount, and compensation strategy.
• Serve as a systems expert; ensure CS tech stack runs efficiently with Data & Systems teams.
• Surface actionable insights to CS managers and leadership to scale best practices.

Skills

CS ops

Capacity planning

Data-driven

Excel/Sheets

BI tools

Salesforce

Gainsight

Planhat

Cross-functional collaboration

Communication

Project management

FP&A collaboration

Revenue metrics

Tools

Looker

Tableau

Job description

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
• 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 .

Affinity

The CRM for private capital—with Relationship Intelligence.

Affinity.co empowers private capital investors with AI-driven technology to optimize relationship management, identify opportunities, and enhance deal-making efficiency across global transactions.

Software Development Technology, Information and Internet Technology, Information and Media

Series B - Sway Ventures, Advance Venture Partners$26.5M

Feb 2019

Series Unknown

Mar 2018

Series A - 8VC$13.5M

May 2017

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