Client Success Lead

About the Client Success Team:

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.

About the Role:

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. The CSM will be instrumental in maintaining client relationships, ensuring satisfaction, and fostering revenue growth.

What You’ll Do:

• 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.

What We Look For:

• 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 and e-commerce preferred

Base Pay Grade - H

Equity Grade - 5

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.

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.)

For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, which includes the annual base pay and the sales incentive target. 

USA On Target Earnings (CA, WA, NY, NJ, CT) per year: $125,000 - $187,500                                

USA On Target Earnings (all other U.S. states) per year: $110,000 - $172,500    

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

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