Affinda - Customer Success Lead

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 document

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).

What you’ll bring

• 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
• Location: Must be based in Melbourne
• 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.