AffinitySan Francisco, California, United States · Hybrid
$106k–$150k/yr
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Skills: Customer Success Operations, Data Analysis, Salesforce CRM, Capacity Planning, Churn Forecasting
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Allswell is building the leading mental health company for the LGBTQ+ community. Affirming, high-quality care is still hard to find and harder to afford, and we are fixing that with a specialized clinical model, technolo…
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About Flexport: At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make global commerce so easy there will be more of it. We’re shaping the future of a $10T industry with…
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San Francisco, California, United States · On-site
$68k–$86k/yr
About Flexport: At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make global commerce so easy there will be more of it. We’re shaping the future of a $10T industry with…
Skills: Account Management, Relationship Management, Commercial Strategy, Financial Analysis, Credit Risk Management
Affinity
San Francisco, California, United States • Hybrid
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Drive the operational roadmap for the Customer Success organization by designing strategies for account segmentation and customer journeys. Manage key metrics, capacity planning, and the CS tech stack to enable scalable growth and customer value.
Requires 3+ years of experience in CS Operations at a high-growth company with expert knowledge of Salesforce and CS tools like Gainsight. Must be proficient in BI tools, Excel, and AI automation for operational efficiency.
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.
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
Proficiency using AI to automate operational process and build artifacts and/or agents for stakeholders to leverage and work more efficiently (e.g. Claude, ChatGPT)
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
For this role we're 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.
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 $106,000 - $150,000 USD Base. Within the range, individual pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant.
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.
