Director, Customer Success - Scaled Programs

Overview

Affinity is a leading relationship intelligence platform that transforms how businesses manage and leverage their professional networks. Our innovative CRM solution empowers investment firms, consulting companies, and other relationship-driven organizations to unlock the full potential of their connections through AI-powered insights and automated relationship mapping. At Affinity, we\u2019re passionate about helping our clients build stronger relationships and drive better business outcomes through data-driven relationship intelligence.

The Customer Success team at Affinity are the trusted private capital advisors who ensure every Affinity customer maximizes the value of their network and relationships. We deliver this by combining deep industry expertise with proactive guidance, helping customers adopt best practices that drive measurable business outcomes.

The Role

As Director of Customer Success, Scaled Programs you\u2019ll architect and execute a sophisticated digital-first customer success strategy that drives exceptional outcomes for our 1,500+ scaled customer segment while establishing this portfolio as the strategic testing ground for programs that benefit Growth, Mid-Market, and Strategic tiers. Reporting to the VP of Customer Success, you will lead a team of scaled Customer Success Managers while working cross-functionally with Marketing, Product, Revenue Operations, and Finance teams to create AI-forward customer journeys. You will be accountable for adoption leading indicators that directly influence user and account retention, establishing unified measurement frameworks that transform digital initiatives from foundational programs into strategic, revenue-correlated business drivers.

What will I be doing?

Strategic Digital CS Leadership and Framework Development :

• Establish and own unified measurement frameworks with revenue-correlated North Star metrics to evaluate digital initiative effectiveness across all customer programs.
• Develop adoption leading indicators that directly influence user and account retention across the scaled customer segment.
• Create comprehensive AI-forward scaled models for predictive engagement, risk detection, and personalized customer experiences that move beyond traditional support models while serving as an innovation laboratory for methodologies that benefit Growth, Mid-Market, and Strategic segments.

Cross-Functional Process Design and Leadership :

Technology and Knowledge Systems Optimization :

Team Leadership and Scaled Program Execution :

Digital Engagement Channel Expansion :

Metrics and Strategic Accountability :

Qualifications

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Affinity, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t perfectly align with the qualifications above, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Required :

Location : San Francisco or New York

For this role we\u2019re embracing a hub-hybrid model, designed to balance flexibility with meaningful in-person collaboration. Team members within commuting distance are expected in-office 2–3 days per week, typically Tuesday through Thursday. We believe great things happen when people come together intentionally to connect, create, and build momentum as a team.

What you\u2019ll enjoy at Affinity :

A reasonable estimate of the current range is $150,000 to $200,000 USD . In addition, this position is also eligible to receive Commission based on departmental KPIs. 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 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.

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