Lead, Technical Account Management (SMB Merchants)

About the Position

Lead, Technical Account Management (SMB Merchants)

Remote, US

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.

In this role you will lead a team of our world-class Technical Account Managers (TAMs), representing and supporting our SMB merchants. As the manager, you will oversee a talented team of TAMs who are responsible for the technical success of our SMB merchants post-sale. You will support and guide your team towards best practice solutions as they advise merchant developers, product teams, and key business partners throughout the entire lifecycle, from initial product integration through expansion and scale. This team is tasked with not only guiding their merchants to avoid pitfalls, but to take advantage of more of Affirm’s offerings; solving business objectives with technical strategies and product optimizations. Technical Account Managers are a part of the Engineering Team and work closely with Affirm’s Client Success, Product Management, Operations, and Merchant Care teams.

Responsibilities

• Coach, mentor, and develop an awesome group of experienced TAMs who support our SMB merchants.
• Work closely with our Client Success counterparts to help our network of merchants grow, by not only enabling an efficient time to market, but also by taking better advantage of Affirm’s expanding product suite post launch.
• Establish and track team OKRs and goals, establishing proactive action plans for meeting goals when needed.
• Forecast the demand for TAMs and recruit as necessary.
• Technically, evaluate new hires on their technical capabilities, handle escalations from your own team, provide guidance to the TAMs on integration solutions, troubleshooting, and optimization opportunities, and be seen as an expert by our customers.
• Be a strong internal advocate for our merchants, working cross-functionally to make sure their highest priorities are being met.

Requirements

• At least five years in a B2B customer-facing technical role and three years as a people manager.
• A strong technical background in web development technologies and REST APIs, with a computer science degree or professional engineering experience.
• A great relationship builder who has the ability to quickly build rapport with engineering customers.
• A fantastic communicator, both when advocating for customers internally and advocating for Affirm externally.
• Bonus: Experience providing solutions to e-commerce or in-store retailers.
• This position requires either equivalent practical experience or a Bachelor’s degree in a related field.

We Offer

• Competitive salary range: $146,000 - $225,000 per year.
• 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

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 proud to be a remote-first company, offering flexibility and a commitment to care, transparency, and flexibility in our benefits.

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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