Client Success Lead

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.

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.

Skills

• 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: 100% of premiums covered for employees and their dependents
• Spending stipends: Monthly stipends support tech setup and health/wellness options
• Time off to recharge: Flexible time off and generous holiday calendars
• Employee stock purchase plan (ESPP) to buy Affirm stock at a discount

Pay

Base Pay Grade - H; Equity Grade - 5. Employees new to Affirm typically start at the beginning of the pay range. 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 annual base pay and the sales incentive target.

• USA On Target Earnings (CA, WA, NY, NJ, CT): $125,000 – $187,500 per year
• USA On Target Earnings (all other U.S. states): $110,000 – $172,500 per year

Schedule

Remote‑first with flexibility built in. Most roles can be done from almost anywhere within the country of employment; some positions may occasionally require in‑person work at an Affirm office, and a few are office‑based due to the nature of the work. All new hires will be invited to attend an in‑person onboarding experience.