The Role

The Customer Success team at Affinity is 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. In this role you’ll drive strategic renewals and upsells while working closely with our clients to understand and address their business needs. Your role will be highly cross‑functional; you will interface with sales, product, and engineering teams to ensure our clients’ concerns are prioritized.

This position reports directly to the Director, Customer Success – EMEA. You will join a seasoned team of professionals who support your success and give you the autonomy to shape how we interact with clients at Affinity.

What will I be doing

• Own a book of Affinity’s strategic customers and drive renewals and upsells for these accounts.
• Serve as a Customer Advocate: build a strategy to manage engagement and success of customers.
• Act as a trusted advisor to drive broad product adoption and ensure high satisfaction.
• Become a product expert: develop best practices to share across clients, helping them leverage Affinity’s full functionality.
• Interface closely with sales, support, product, and engineering teams to share client feedback, resolve escalations, and deliver outstanding client experiences, directly impacting the product roadmap.

Qualifications

We understand that not everyone will meet every single requirement. If you are excited about this role but your experience doesn’t align perfectly, we encourage you to apply anyway. You may be the right candidate for this or another role at Affinity.

Required

• 5 years of experience as a Customer Success Manager, Account Manager, or similar role.
• Proven track record of achieving commercial targets and goals in a customer success organization, preferably in an enterprise SaaS setting.
• Experience managing complex account renewals and upsells/cross‑sells.
• Excellent interpersonal skills with a history of building strong business relationships.
• Influential communicator with experience presenting to small and large audiences.
• Proficient in account prioritization and time management.
• Proven experience executing the customer journey while maintaining excellent internal operational cadences.
• Ability to orchestrate cross‑functional resources to ensure client success.
• Excitement for the startup environment; desire to contribute to fine‑tuning structures and processes to scale the team.

Bonus points for

• Experience working at a SaaS company in the CRM, data services space, or with financial services clients.

What you’ll enjoy at Affinity

• We live our values: owners take pride, we embrace growth mindset, respectful candor, act as playmakers, and dive deep to create the best outcomes.
• Health Benefits: coverage for you and dependents (healthcare, dental, optical), and flexible personal & sick days.
• Retirement Planning: pension plan through SmartPension.
• Learning & Development: annual education budget and comprehensive L&D program.
• Wellness Support: reimbursements for home internet, meals, wellness memberships/equipment.
• Team Connection: virtual team‑building activities and socials.

Compensation

A reasonable estimate of the current range is £88,100 – £107,700 GBP, plus eligibility for commission based on departmental KPIs. Individual pay is determined by job-related skills, experience, and education or training.

About Affinity

With more than 3,000 customers worldwide and backing from top Silicon Valley firms, Affinity has raised £120M to empower dealmakers to find, manage, and close more deals. Our Relationship Intelligence platform uses data exhaust from trillions of interactions to deliver automated insights that drive >450,000 deals every year. Affinity has received Inc. and Fortune Best Workplaces awards and has been Great Places to Work certified for the last five years. Join us on our mission to make it possible for anyone to cultivate and fully harness their network to succeed.

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