Director, Client Success

Overview

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. We are seeking a Director, Client Success to lead our SMB Client Success organization, driving merchant value, retention, and revenue growth across a diverse portfolio of small and mid‑sized business partners. This leader will shape strategy, optimize client success operations, and enable scalable, data‑driven engagement models that empower merchants to grow with us.

• Lead and develop a high‑performing Client Success team supporting SMB merchants across multiple verticals, driving retention, expansion, and satisfaction.
• Define and execute the strategic vision for SMB Client Success — optimizing coverage models, playbooks, and performance metrics to scale impact efficiently.
• Partner closely with Sales, Marketing, and Product teams to design initiatives that deepen merchant engagement and accelerate adoption of new solutions.
• Use data and analytics to identify key growth opportunities, influence merchant strategies, and optimize business outcomes.
• Establish and maintain relationships with executive stakeholders across the organization and within key merchant accounts to align business goals and drive mutual success.
• Represent the voice of the customer internally to inform product roadmap, operations, and experience improvements.
• Develop team capabilities through coaching, structured development, and performance management, fostering a culture of accountability and excellence.
• Drive operational rigor through forecasting, reporting, and consistent review of business health and team performance.

• 12+ years of experience in Client Success, Account Management, or related commercial leadership roles, including 5+ years leading managers or senior individual contributors.
• Proven track record of scaling client success or account management teams in high‑growth B2B or SaaS environments; experience in payments, e‑commerce, or fintech is a plus.
• Strong strategic and analytical thinking; ability to synthesize insights into actionable plans that drive measurable results.
• Excellent communication, executive presence, and influencing skills; comfortable engaging at C‑level with internal and external stakeholders.
• Experience with SMB segment strategies and scalable customer engagement models (digital‑first, tiered coverage, automation, etc.).
• Demonstrated ability to attract, develop, and retain top talent in fast‑paced, evolving environments.

Pay Grade: N

Equity Grade: 12

Employees new to the company typically come in at the start of the pay range. Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents).

USA On Target Earnings (CA, WA, NY, NJ, CT) per year: $237,500 – $300,000

USA On Target Earnings (all other U.S. states) per year: $211,250 – $273,750

Please note that visa sponsorship is not available for this position.

Affirm is proud to be a remote‑first company! Our majority of roles are remote and you can work almost anywhere within the country of employment.

• Health care coverage – we cover all premiums for all levels of coverage for you and your dependents.
• Flexible Spending Wallets – generous stipends for spending on technology, food, and various lifestyle needs.
• Time off – competitive vacation and holiday schedules allowing you to take time off to rest and recharge.
• ESPP – an employee stock purchase plan enabling you to buy shares at a discount.

We believe it’s on us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

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