Director, Client Success

November 26

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Affirm

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Fintech • B2C • eCommerce

Affirm is a financial technology company that offers a 'Buy Now, Pay Later' service, allowing consumers to make purchases and pay for them over time with flexible payment plans. Affirm eliminates hidden fees and compound interest, providing clear terms and conditions for its users. The company also offers the Affirm Card, a debit card that allows users to request to pay over time for larger purchases or pay in full for smaller ones. Affirm partners with various retailers across multiple categories, including electronics, apparel, and travel, providing customers with the convenience of paying over time at checkout both online and in physical stores. Affirm's services are integrated with Apple Pay, enabling customers to make payments seamlessly from their iPhone or iPad.

1001 - 5000 employees

Founded 2012

💳 Fintech

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2021-01

📋 Description

• Lead and develop a high-performing Client Success team supporting SMB merchants across multiple verticals, driving retention, expansion, and satisfaction. • Define and execute the strategic vision for SMB Client Success — optimizing coverage models, playbooks, and performance metrics to scale impact efficiently. • Partner closely with Sales, Marketing, and Product teams to design initiatives that deepen merchant engagement and accelerate adoption of new Affirm solutions. • Use data and analytics to identify key growth opportunities, influence merchant strategies, and optimize business outcomes. • Establish and maintain relationships with executive stakeholders across Affirm and within key merchant accounts to align business goals and drive mutual success. • Represent the voice of the customer internally to inform product roadmap, operations, and experience improvements. • Develop team capabilities through coaching, structured development, and performance management, fostering a culture of accountability and excellence. • Drive operational rigor through forecasting, reporting, and consistent review of business health and team performance

🎯 Requirements

• 12+ years of experience in Client Success, Account Management, or related commercial leadership roles, including 5+ years leading managers or senior individual contributors. • Proven track record of scaling client success or account management teams in high-growth B2B or SaaS environments; experience in payments, e-commerce, or fintech a plus. • Strong strategic and analytical thinking; ability to synthesize insights into actionable plans that drive measurable results. • Excellent communication, executive presence, and influencing skills; comfortable engaging at C-level with internal and external stakeholders. • Experience with SMB segment strategies and scalable customer engagement models (digital-first, tiered coverage, automation, etc.). • Demonstrated ability to attract, develop, and retain top talent in fast-paced, evolving environments.

🏖️ Benefits

• Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents • Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses • Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge • ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount