Senior Client Success Manager

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

Affirm is committed to building lasting partnerships with merchants for long term growth and ongoing revenue generation. As a Senior Client Success Manager, you will join a growing team driving value and growth within large strategic merchants. This is a high-profile, customer-facing role requiring outstanding results-oriented, relationship and program management skills. 

This role is a combination of account management and project management to scale new revenue capabilities for Affirm. Success in this role entails delivering ambitious results, collaborating across different teams and levels with key stakeholders, strong analytical skills and excellent executive presence.

This person will report to the Senior Director, Client Success

What you'll do:

• Oversee a portfolio of key/enterprise merchant accounts to develop strategic, long-term business results including complex contract negotiation, pricing and expansion opportunities

• Deliver a proactive customer strategy to drive merchant adoption, satisfaction, and revenue growth

• Promote marketing and optimization strategies with our merchant partners

• Understand merchant value drivers, and report out on return on investment based on those drivers

• Manage customer health to ensure overall customer satisfaction and business results

• Drive customer advocacy and critical issues by collaborating with development, product management, and support teams to improve the Affirm offering for our merchants

What we look for:

• Bachelor’s degree with 8-10 years of customer-facing experience in a high-tech environment and evidence of account growth/impact

• Excellent enterprise customer relationship management skills with the ability to lead complex enterprise accounts

• Strong written and verbal communication skills

• Experience in leading cross-functional projects with a high attention to detail

• Ability to build productive internal and external relationships and influence towards outcomes; outstanding executive presence

• Strong analytical abilities

• Knowledge of retail and e-commerce preferred

Base Pay Grade - K

Equity Grade - 8

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a …