Customer Success Manager

About Afiniti

Who Are We?

Over the past 20 years, Afiniti’s patented technology has paired customers and contact center agents in real time based on how well they are likely to interact, leading to better experiences across the entire customer journey. As our products evolve, it is our mission to retain and grow revenue by creating repeatable, AI-driven solutions that transition from high-touch managed services to product-led growth.

Afiniti operates throughout the world and has driven billions of dollars of precisely measurable AI value for our telecommunications, banking, insurance, healthcare, and travel customers. To learn more, visit www.afiniti.com.

Our Vision

Afiniti’s vision is to lead the contact center industry by delivering innovative AI solutions that uniquely enhance customer lifetime value and operational efficiency, earning us the trust of leading consumer companies worldwide.

Our Ways of Working

At Afiniti, how we work is just as important as what we achieve. Our Ways of Working are ten guiding principles that define the standards and behaviors we hold ourselves accountable to every day. They push us to act with urgency and discipline, to innovate with data and facts, and to always see our work through the eyes of our clients.

These principles are not abstract values, they are actionable commitments that shape daily decisions, strengthen collaboration, and ensure we deliver outcomes that matter. Together, they encourage us to be intentional in how we prioritize and execute, to confront challenges directly, and to embrace the richness of our global community with respect and openness. By living these principles consistently, we build a culture that is ambitious, respectful, and relentlessly focused on meaningful impact.

Role Summary

The Customer Success Manager owns the health, retention, and expansion of a portfolio of enterprise clients. This role is responsible for ensuring Afiniti’s AI solutions deliver measurable business outcomes and for converting value realization into long-term commercial growth.

Key Responsibilities

• Own gross retention and expansion targets across assigned accounts
• Lead executive business reviews focused on financial and operational outcomes
• Translate AI performance metrics into business impact narratives
• Identify and close expansion opportunities in partnership with Sales
• Drive adoption of new AI products and orchestrate cross-functional deployments
• Developing and maintaining positive relationships with multiple clients
• Representing Afiniti professionally in all written and verbal communication with the client
• Representing and advocating professionally for the client internally at Afiniti
• Leading performance review sessions with clients on a regular basis
• Leading and participating in internal meetings with support teams on a daily basis
• Working with multiple cross-functional teams internally and externally to ensure Afiniti services consistently meet client expectations
• Assessing and identifying opportunities to increase value to the client and/or for Afiniti growth
• Identifying opportunities to improve performance or expansion of scope and convincing the client to proceed
• Gathering and providing client input as needed to continually improve the client relationship and Afiniti performance
• Acting as primary contact for setting and managing client expectations for performance and issue resolution
• Coordinating and representing client requests with appropriate internal teams to deliver on client expectations
• Introducing new AI products to existing clients to grow portfolio in partnership with Sales and Product
• Travel may be required \~25% of the time, based on client and business need

The ideal candidate will have

• A minimum of 5 years of experience in a client-facing position required
• Knowledge and proven expertise in contact centers, including contact center practices and procedures
• Ability to convey and understanding of statistical concepts and data-driven results
• Knowledge of AI, Agentic systems, and LLMs
• Demonstrated client facing skills with ability to effectively manage multiple client stakeholders
• Outstanding written and verbal communication skills
• Ability to think strategically and navigate complex situations efficiently and effectively
• Strong communication skills, proven experience managing and influencing others
• Proficient in MS Office: Excel; PowerPoint and Word

Education \& Qualifications

• Bachelor’s Degree

Compensation

• $116,000 - $150,000 (base \+ performance-based incentives)
• Annual Performance Bonus: (\~15% of Annual Base)

We believe that richness in diversity is a huge asset for Afiniti. We value both the similarities and differences in everyone who is a part of the Afiniti team. We believe that this diversity builds a stronger organization and is in keeping with the core values of our company. Our policy, therefore, is to provide equal employment opportunities for all applicants and employees without regard to race, color, religion, sex (including pregnancy, childbirth, related medical conditions, breastfeeding or reproductive health decisions), gender identity or expression, national origin, age, marital status, ancestry, physical or mental disability, sexual orientation, personal appearance, genetic information, family responsibilities, matriculation, political affiliation, military or veteran status, or any other category protected under applicable federal, state or local law. This means that we comply with all applicable human rights and employment legislation, and we do not discriminate in any aspect of employment, including recruiting, hiring, compensation, promotions, reductions in force, or terminations.