Client Success Lead

At Affirm, we exist for the moments that matter,giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.

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.

We are seeking a dynamic and experienced Client Success Lead (CSM) to join our team. The ideal candidate will have 3-5 years of proven client experience, preferably in the financial technology sector.

Responsibilities:

• 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

Requirements:

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

Benefits:

• Health coverage at no cost: We cover 100% of premiums for employees and their dependents
• Spending stipends: Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you
• Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to
• Own a piece of what you build: Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount