Affinda – Customer Success Lead
Melbourne, VIC, Australia
Full Time
Experienced
About Affinda
Affinda is building the world's leading agentic AI platform for process automation, enabling organisations to automate any document workflow with 99%+ accuracy.
Affinda’s platform combines advanced language models, retrieval-augmented generation, and configurable agent workflows to turn unstructured information into actionable data at scale. It supports 56 languages and integrates seamlessly with 400+ enterprise systems, allowing organisations across any industry, use case and geography to augment, rather than replace, their existing systems.
We are growing at 100% year-on-year, have 2,000+ customers globally and a team of ~100 people in 10 countries. Our ambition is to become the global standard for intelligent document automation - the infrastructure that sits behind every company that needs to understand what's in their documents.
The Role
Reporting to the General Manager in Melbourne, you will own the full post-sale customer journey – from initial implementation through to at-scale production usage - from choice to scale, ensuring customers successfully adopt Affinda and ramp up to their expected processing volumes, where revenue is realised.
What makes this role compelling:
You will:
Compensation & location
Compensation:
How to apply
Please submit your CV and a cover letter in PDF format.
We're committed to fostering an inclusive workplace and welcome applications from all qualified individuals. We do not respond to unsolicited contact from recruitment agencies.
Affinda is building the world's leading agentic AI platform for process automation, enabling organisations to automate any document workflow with 99%+ accuracy.
Affinda’s platform combines advanced language models, retrieval-augmented generation, and configurable agent workflows to turn unstructured information into actionable data at scale. It supports 56 languages and integrates seamlessly with 400+ enterprise systems, allowing organisations across any industry, use case and geography to augment, rather than replace, their existing systems.
We are growing at 100% year-on-year, have 2,000+ customers globally and a team of ~100 people in 10 countries. Our ambition is to become the global standard for intelligent document automation - the infrastructure that sits behind every company that needs to understand what's in their documents.
The Role
Reporting to the General Manager in Melbourne, you will own the full post-sale customer journey – from initial implementation through to at-scale production usage - from choice to scale, ensuring customers successfully adopt Affinda and ramp up to their expected processing volumes, where revenue is realised.
What makes this role compelling:
- AI frontier: develop deep expertise in how enterprises adopt and scale agentic AI - one of the most valuable skillsets in tech right now.
- End-to-end ownership: own the full customer journey after the sale - implementation, services, account management, renewals, and support.
- Direct revenue impact: customer processing volumes drive our revenue. Your work accelerating adoption has measurable commercial impact.
- Build the playbook: design scalable customer success motions from the ground up, not just operate existing ones.
- Well-capitalised, global business: join a rapidly growing AI company with a strong balance sheet and global footprint.
You will:
- Drive implementation to at-scale production - run kick-offs, success plans, and implementation governance to ramp customers to expected processing volumes
- Coordinate internal teams (product, engineering, support) and customer stakeholders to remove blockers, manage timelines, and drive adoption
- Key customer relationship owner for services delivery, track and manage the resources required to deliver services to required quality and timelines
- Own relationships with high-value customers and executive stakeholders and run Recurring check-ins and business reviews to identify opportunities
- Manage renewals and drive renewal automation and CRM hygiene including timelines, risk identification, negotiation support, paperwork, forecasting
- Lead and improve the customer support function (team management, escalations, process, SLAs, reporting)
- Ensure the support motion and the CS motion work cleanly together (handoffs, escalation paths, root-cause loops)
- 7+ years of post-sale experience in B2B SaaS, spanning implementation, adoption, renewals and stakeholder management
- Strong project delivery instincts: scoping, milestones, risk management, change control
- Commercial competence: comfortable with change orders, contracts, renewal negotiation process, and working with finance/legal
- Team leadership experience (or clear readiness) for managing a small team
- Able to work with technical products and technical customer teams (integrations, data flows, production readiness)
Compensation & location
Compensation:
- Final package is negotiable based on skills and experience
- Must be based in Melbourne, Australia
- Flexible working arrangements with regular in-person collaboration
How to apply
Please submit your CV and a cover letter in PDF format.
We're committed to fostering an inclusive workplace and welcome applications from all qualified individuals. We do not respond to unsolicited contact from recruitment agencies.
Apply for this position
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