Role Summary

• The Affinity Pilot Manager supports the execution and day-to-day management of customer pilot programs.
• Works closely with the VP of New Product Success.
• Ensures pilots run smoothly, customers are supported, and execution details are handled with high quality.
• Exposure to product, GTM, and customer delivery in an early-stage AI product environment.

Key Responsibilities

Pilot Coordination & Execution

• Demo Affinity to customers and communicate the pilot structure to them.
• Support planning and execution of Affinity pilot programs.
• Track pilot tasks, timelines, and dependencies.
• Coordinate internal teams and follow up on action items.
• Ensure pilot documentation, notes, and assets are kept up to date.

Customer Support & Enablement

• Assist with customer onboarding into Affinity.
• Support campaign setup, testing, and validation.
• Answer customer questions and troubleshoot common issues.
• Prepare materials for demos, reviews, and check-in calls.

Product & Process Support

• Capture customer feedback and issues in a structured way.
• Help identify gaps in documentation, onboarding, or product UX.
• Support creation of pilot playbooks, templates, and best practices.

What Success Looks Like

• Pilots run smoothly with strong operational hygiene.
• Customers feel supported and confident using Affinity.
• Senior Pilot Managers can focus on strategy and relationships.
• Execution quality improves with each pilot cohort.

Required Experience & Skills

• 2–4+ years experience in Software implementation, CS, or similar.
• Familiarity with marketing platforms and campaign workflows.
• Strong organizational and project coordination skills.
• Comfortable working directly with customers.
• Detail-oriented, proactive, and eager to learn.

Nice to Have

• Exposure to AI tools or automation platforms.
• Light technical skills (HTML, SQL, scripting, data analysis).
• Experience working in SaaS or B2B software.