Client Success Lead

About the Position

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.

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
• 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

We Offer

• Base Pay Grade: H
• Equity Grade: 5
• On Target Earnings (OTE): $110,000 - $187,500 per year (depending on location)
• 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

About the Company

Affirm is proud to be a remote-first company. 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.

We’re committed to providing an inclusive interview process, including accommodations for candidates with disabilities. If you need support, we’re happy to help.

For positions based in San Francisco or Los Angeles: Affirm considers qualified applicants with arrest and conviction records, as required by law.

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