Senior Manager Customer Success

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.

The Role

Role Title: Senior Manager, Customer Success

Location:

Reports To: General Manager, UK

About the role

The Sr. Manager, Customer Success owns the day-to-day success of assigned UK accounts, acting as the primary liaison between customer stakeholders and Afiniti’s Product, Engineering, Data Science, Delivery, and Strategic Partnerships teams. The role drives value realisation and customer outcomes, supports commercial performance and growth, and ensures customer insight shapes both delivery execution and future product direction.

Key Responsibilities

Account Management & Relationships

• Serve as the primary customer-facing advisor for assigned UK accounts, guiding engagements, performance reviews, and solution discussions, and building trusted relationships with business, operational, and technical stakeholders.
• Lead executive business reviews and strategic account planning; support contract renewals and commercial negotiations.
• Ensure alignment between customer objectives and Afiniti’s delivery, product, and innovation strategies, partnering with internal teams on execution.

Commercial & Value Realization

• Manage UK business cases and associated performance objectives; monitor customer outcomes, value realisation, and operational performance.
• Maintain accurate revenue forecasts and support timely invoicing and collections.
• Identify risks, opportunities, and improvement initiatives to maximise customer value, driving resolution with internal teams.

Growth & Partnerships

• Identify and progress expansion and upsell opportunities, contributing to long-term account growth strategies.
• Support engagement with strategic partners (BPOs, consulting firms, systems integrators) to enable partner-led adoption and market expansion.

Product & Customer Advocacy

• Represent the customer’s voice within Afiniti; channel insights, market feedback, and use cases for Orchestrator, Intelligence, and Agents to Product, Engineering, and Data Science to inform roadmap priorities and adoption initiatives.

AI Enablement

• Partner with the Customer Success Engineer as the liaison to Afiniti’s AI team and AI Competency Center for UK accounts, representing customer requirements, operational insights, and field experience.
• Identify practical opportunities to apply emerging AI capabilities – including agentic AI – to improve operational performance, delivery efficiency, and customer value, partnering with Product, Engineering, and Data Science on evaluation and deployment.

Success Measures

• Contribution to revenue targets and forecast accuracy
• Customer satisfaction and retention
• Achievement of business case objectives
• Growth and expansion of assigned UK accounts
• Product adoption and customer value realisation
• Strategic partner engagement and opportunity development
• Contribution to AI innovation and adoption initiatives

Qualifications

• 5+ years in client-facing roles managing strategic enterprise accounts
• Proven expertise in contact centre operations, practices, and procedures; deep understanding of customer operations, with the ability to translate business objectives into technical solutions.
• Expertise in pairing operations, machine learning, and AI-driven decisioning; working knowledge of data science, analytics, agentic systems, and LLMs; ability to explain statistical concepts and data-driven results to stakeholders at all levels.
• Strong commercial and financial acumen – negotiation, pricing, and aligning solutions to business objectives and measurable outcomes.
• Outstanding written and verbal communication, consulting, and relationship management skills; proven ability to manage and influence multiple stakeholders across cross-functional, international organisations.

Compensation

• Total OTE up to £96,530 – £124,560 (base salary + performance-based incentives)

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.