Job Description

Ranked one of Puget Sound Business Journals “Best Workplaces” and “Fastest Growing Companies”, Affirma is expanding its presence and hiring many talented individuals. Affirma offers exciting projects, a relaxed culture, and a flexible work environment.

Affirma is a full-service technology consultancy. We provide a breadth and depth of expertise while maintaining the personal touch of a boutique firm.  Our teams specialize in helping organizations of all sizes solve their most challenging business pain points by creating custom in-house solutions.  We offer services ranging from business intelligence, web design and creative consulting, infrastructure, and so much more.  At Affirma we are extremely passionate and dedicated to our customer satisfaction.  Our teams focus on ensuring we are delivering dependable and reliable solutions with every project we work on.

As a Customer Engagement Manager (CEM), you are responsible for fostering strong relationships with our clients. This role requires someone who is exceptionally proactive, client focused and thrives in a fast paced, sales driven environment. 

Customer Success Manager – Major & Commercial Segment
Location: Hybrid (Bellevue, WA)
Full-Time | Customer Success | Affirma Consulting

Role Overview:
We are seeking a Customer Success Manager (CSM) to manage a portfolio of 30–50 accounts within our Major and Commercial segments. This role is centered around driving customer retention, ensuring client satisfaction, and identifying growth opportunities within existing accounts. While this is a non-commissioned role, the team is open to SPIFFs or bonus structures tied to key retention and upsell outcomes.

Key Responsibilities:

• Customer Retention: Drive high retention and renewal rates by ensuring customers achieve desired outcomes with Affirma’s services.
• Relationship Management: Serve as the trusted advisor for your clients, maintaining strong relationships and serving as their voice internally.
• Quarterly Business Reviews (QBRs): Lead regular QBRs to align on goals, highlight delivered value, and surface future opportunities.
• Health Monitoring: Track customer health metrics, usage data, and engagement trends to proactively address risks and opportunities.
• Escalation Management: Own issue resolution pathways and coordinate with internal teams to ensure timely and effective support.
• Cross-Functional Collaboration: Work closely with Sales Operations, Marketing, and Delivery to execute customer outreach plays, campaigns, and expansion strategies.
• Growth Identification: Surface upsell and cross-sell opportunities based on customer goals, project performance, and evolving needs.

Qualifications:

• 3+ years in a Customer Success, Account Management, or Consulting role—preferably in a B2B or services environment.
• Proven track record of managing and growing a customer portfolio.
• Strong communication, facilitation, and presentation skills—especially in executive-facing engagements.
• Experience leading QBRs or strategic customer meetings.
• Familiarity with CRM and customer success tools (e.g., Salesforce, Gainsight, or similar).
• Results-oriented with a passion for helping customers succeed.

Why Join Affirma:

• Opportunity to work across exciting, high-impact client accounts.
• Collaborative and people-first company culture.
• Professional development and career growth support.
• Competitive compensation with potential for performance-based bonuses.

Compensation & Benefits:

• $70,000-$90,000 

Benefits include:

• Medical, dental, and vision offered
• Company paid short-term disability, long-term disability, AD&D, and life insurance
• 401(k) retirement plan offered
• Paid Time Off
• Paid Sick Leave
• 9 Paid U.S. holidays
• Referral program

Affirma is an Equal Opportunity Employer and does not make employment decisions or otherwise discriminates based on race, creed, color, national origin, sex, military status, sexual orientation, or the presence of any sensory, mental, or physical disability, genetic information, or any other category protected by law.