Client Success Lead

About the role

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.

Responsibilities

• Manage a portfolio of accounts across a variety of industries to foster long-term, strategic business relationships with our merchant partners.
• Deliver a proactive client management strategy to drive incremental gross merchandise value (“GMV”) along with revenue, and expand Affirm’s relationship coverage.
• Analyze merchant performance and recommend programs to increase product adoption, promote marketing best practices, and optimize program financing programs.
• Manage merchant relationship health to ensure that both Affirm and the merchant are gaining the maximum value from the relationship.
• Orchestrate cross-functional teams across our Analytics, Credit, Technical, Marketing, and Product teams to improve the Affirm offering for our merchant.

Requirements

• 5+ years of B2B client-facing experience; preferably in a high-tech environment.
• Experience negotiating and closing commercial contracts (e.g., RFPs, renewals).
• Excellent customer relationship management skills with the ability to manage strategic accounts.
• Strong written (e.g., proposals, memos, emails) and verbal communication (e.g., presenting) skills.
• Excellent analytical abilities to review merchant performance and report on the impact of specific programs to internal and external stakeholders.
• Knowledge of consumer finance offerings, integrated software solutions, and e-commerce preferred.

Qualifications

• Comfortable using Salesforce and BI tools.

Skills

• Strategic thinking and problem-solving skills.
• Ability to build and maintain strong relationships with clients.
• Strong organizational and project management skills.
• Excellent communication and presentation skills.

Benefits

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.