Scale Customer Success Strategist

Affinity; New York (NY); Hybrid; USD 66,000 - 90,000; Full time

Benefits offered by this job

Health benefits

401(k) retirement

Learning budget

Wellness reimbursements

Team events

Job summary

Affinity is seeking a Customer Success Specialist to manage a global Scale portfolio, driving adoption, mitigating renewal risk, and expanding revenue. You’ll partner with Scale CSMs, CS Ops, Product, and Lifecycle Marketing to ensure a coordinated customer journey from onboarding through renewal and expansion.

You’ll design and iterate scalable programs, determining when to use tech-touch versus 1:1 approaches, and build triggers, health scores, and campaigns that boost activation and MCP

Qualifications

• 1-2 years of experience in customer success, account management, CS programs, CS ops, lifecycle marketing, or similar.
• Track record of achieving commercial targets in enterprise SaaS.
• Experience managing high volumes of accounts at scale with adoption and renewals.
• Experience designing scalable, tech-touch programs for a large book of accounts.
• Excellent interpersonal and communication skills.
• Strong data-driven mindset with ability to analyze usage data and outcomes.

Responsibilities

• Manage a large, global portfolio of Scale customers with renewal risk mitigation and revenue expansion.
• Drive adoption through high-touch and one-to-many tactics.
• Identify churn risk early and engage to protect revenue.
• Develop and optimize scalable programs across the customer journey.
• Collaborate with Scale CSMs, CS Ops, Product, and Lifecycle Marketing for coordinated journeys.
• Design campaigns and triggers using product usage data to drive activation.

Skills

Account management

Customer success

SaaS experience

Data analysis

Cross-functional collaboration

Program design

Communication skills

Time management

Renewals

Tools

Salesforce

Amplitude

AI tools (Claude/ChatGPT)

Customer.io

Pardot

Notion

Job description

Affinity is seeking a Customer Success Specialist to manage a global Scale portfolio, driving adoption, mitigating renewal risk, and expanding revenue. You’ll partner with Scale CSMs, CS Ops, Product, and Lifecycle Marketing to ensure a coordinated customer journey from onboarding through renewal and expansion.

You’ll design and iterate scalable programs, determining when to use tech-touch versus 1:1 approaches, and build triggers, health scores, and campaigns that boost activation and MCP