Client Success Lead

• The Client Success team at Affirm is focused on building and growing long-term partnerships with our merchant partners, helping them maximize the value of their relationship with Affirm while driving mutual business growth
• As the primary post-sale point of contact, the team works closely with merchants to optimize performance, increase product adoption, identify revenue and GMV expansion opportunities, and ensure overall account health
• Client Success also serves as a strategic bridge across Analytics, Product, Marketing, Credit, and Technical teams, advocating for merchants and helping shape solutions that drive successful outcomes for both our partners and Affirm
• Deliver a proactive client management strategy to encourage growth & retention with our merchant partners
• Identify upsell and cross-sell opportunities to enhance client value and devise strategies to capitalize on them
• Provide prompt and effective support to address client needs and inquiries
• Conduct regular performance reviews and gather client feedback
• Collaborate with internal teams to resolve client issues and requests promptly
• Stay abreast of industry trends and market developments to anticipate client needs
• Collaborate cross-functionally to execute strategies to support clients
• Ensure alignment between client goals and internal priorities and deliverables
• Demonstrate resourcefulness and flexibility in navigating changing environments
• Maintain a thorough understanding of company products and services to provide accurate information and support to clients
• The CSM will be instrumental in maintaining client relationships, ensuring satisfaction, and fostering revenue growth

Benefits

• Compensation: We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family
• Spending Wallets: Access tech, food, lifestyle, and family planning wallets for your expenses
• Supportive Communities: Get involved with our employee resource groups and community groups
• Remote-first Workforce: If your role is remote, you can set up shop anywhere in your home country
• Generous Time Off: Take the time you need when life happens
• Health Benefits: Get a plan that fits your needs
• Mental Healthcare: Take care of your mind with great mental health programs
• Parental Leave: Birth and non-birth parents get 18 weeks’ paid leave. Plus, a 4-week return-to-work transition program, at full base pay
• Away Days: We offer 20 company-wide paid days off—which help our teams collectively pause to recharge
• Learning & Development: Engage in exciting learning programs to level up your growth

• Self-motivated, proactive, and able to work independently or as part of a team
• Proficiency in CRM software (e.g., Salesforce) and Microsoft Office suite
• Strong interpersonal skills and ability to build rapport with clients and stakeholders
• Excellent written and verbal communication skills
• Bachelor’s degree with at least 3-5 years of account management experience, preferably in the financial technology industry
• Knowledge of marketing technologies and and e-commerce preferred
• Comfortable in fast-paced, high-pressure environments managing multiple priorities