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

• 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