At a Glance
- Tasks: Lead customer success for UK accounts, driving value and building strong relationships.
- Company: Join Afiniti, a leader in AI-driven customer solutions with a global impact.
- Benefits: Competitive salary, performance incentives, and a diverse, inclusive workplace.
- Other info: Remote work opportunity with excellent career growth and a focus on innovation.
- Why this job: Make a real difference in customer experiences while working with cutting-edge AI technology.
- Qualifications: 5+ years in client-facing roles with expertise in contact centre operations and AI.
The predicted salary is between 96530 - 124560 £ per year.
About Afiniti
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.
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.
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.
- Ability to think strategically and navigate complex situations effectively.
- Proficient in MS Office (Excel, PowerPoint, Word).
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.
Senior Manager Customer Success in Chester employer: Afiniti
Afiniti is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for professionals seeking to make a meaningful impact in the AI-driven technology sector. With a strong commitment to employee growth, Afiniti offers extensive training and development opportunities, alongside a flexible remote work environment in the UK that promotes work-life balance. The company's dedication to diversity and inclusion further enriches its workplace, ensuring that every team member's voice is valued and heard.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager Customer Success in Chester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Afiniti. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Afiniti before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Manager Customer Success in Chester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Afiniti:Your cover letter is your chance to shine! Tell us why you want to work at Afiniti specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Afiniti!
How to prepare for a job interview at Afiniti
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
