Customer Success Specialist, Scale

At Affinity, we're passionate about our customers' success and looking for a resourceful, results driven Customer Success Specialist to join our Scale team. This role blends two things: managing a large, global portfolio of Scale customers day to day, and helping build the scalable, one to many programs that let a lean team deliver a great experience across a much larger book than a traditional 1:1 CSM model allows.

You'll manage a book of Scale accounts as part of a pooled model, driving adoption, mitigating renewal risk, and expanding revenue, while also building the playbooks, programs, triggers, and campaigns that not only support activation for the Scale book, but also for the whole customer base. You'll partner closely with Scale CSMs, CS Ops, Product, and Lifecycle Marketing to make sure the customer journey feels coordinated from onboarding through renewal and expansion.

WHAT YOU'LL BE DOING

• 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.

Program design and journey work

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