Director, Client Success

Job description

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 Affirms 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 affirm.

The ideal candidate brings deep experience in customer success and account management, strong operational acumen, and a track record of building and developing high-performing teams. Youll partner cross-functionally with Sales, Marketing, Product, and Analytics to define and execute the SMB success strategy that drives merchant satisfaction and long-term profitability.

• 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 affirm 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 affirm 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 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 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 variety of factors, including location, experience and job-related skills. For sales roles, the range provided is the rols On Target Earnings (OTE) range, which includes the annual base pay and the sales incentive target.

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. #LI-Remote

affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.

We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:

• Health care coverage - affirm covers all premiums for all levels of coverage for you and your dependents
• Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
• 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 of affirm at a discount

We believe Its On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable…