Scale Customer Success Lead – Programs & Adoption

Menlo Ventures; San Francisco (CA); Hybrid; USD 66,000 - 90,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Education budget

Wellness reimbursements

Job summary

Affinity, the AI-first CRM for private capital, is seeking a Customer Success Specialist to manage a global Scale customer portfolio and design scalable, tech‑driven programs from onboarding through renewal and expansion.

You will partner with Scale CSMs, CS Ops, Product, and Lifecycle Marketing to ensure a coordinated customer journey while driving adoption and usage of Affinity features and MCP across the Scale book.

Qualifications

• 1-2 years of experience as a Customer Success Manager, Account Manager, CS programs, CS operations, Lifecycle Marketing, or similar role.
• Track record of achieving commercial targets and goals, preferably in an enterprise SaaS setting.
• Experience managing high volumes of accounts at scale, driving adoption and renewals.
• Experience designing or running scalable, tech touch programs for a large book of accounts, not just 1:1 account management.
• Excellent interpersonal skills with a history of building strong business relationships.
• A clear communicator, comfortable presenting your work to teammates and cross functional partners.
• Skilled at analyzing customer and usage data to build actionable programs and measure outcomes.
• Proficient in organization, account prioritization, project management, and time management.
• Ability to manage multiple accounts and programs simultaneously, and ship in a fast paced, high growth environment.
• You are excited by the startup environment and enjoy contributing to a team that's still building out its structure and process as it scales.

Responsibilities

• Manage a large and global portfolio of customers, including CRM workflow support, renewal risk, and revenue expansion opportunities.
• Leverage high touch and one to many tactics to drive positive customer outcomes and help users work Affinity into their daily tech stack.
• Mitigate risk by proactively identifying and flagging churn risk early in the contract cycle.
• Maintain a deep understanding of the product and make workflow recommendations to drive adoption and engagement.
• Proactively identify customers who may not be maximizing Affinity and engage them to drive up monthly active users and seat expansion.
• Work cross functionally to provide effective and productive customer engagements.
• Function as the voice of the customer, identifying trends and feeding them back internally.

Skills

Customer Success

Account management

Data analysis

Cross-functional collaboration

Communication

Time management

Tools

Salesforce

Amplitude

Customer.io

Pardot

Notion

Job description

Affinity, the AI-first CRM for private capital, is seeking a Customer Success Specialist to manage a global Scale customer portfolio and design scalable, tech‑driven programs from onboarding through renewal and expansion.

You will partner with Scale CSMs, CS Ops, Product, and Lifecycle Marketing to ensure a coordinated customer journey while driving adoption and usage of Affinity features and MCP across the Scale book.