Director, Client Success

il y a 8 jours

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Affirm

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Fintech • B2C • eCommerce

Affirm est une entreprise de technologie financière qui propose un service "Achetez maintenant, payez plus tard", permettant aux consommateurs d'effectuer des achats et de les payer au fil du temps avec des plans de paiement flexibles. Affirm élimine les frais cachés et les intérêts composés, offrant des conditions claires pour ses utilisateurs. L'entreprise propose également la Carte Affirm, une carte de débit permettant aux utilisateurs de demander un paiement échelonné pour les achats plus importants ou de payer en une fois pour les plus petits. Affirm s'associe à divers détaillants dans plusieurs catégories, notamment l'électronique, les vêtements et le voyage, offrant aux clients la commodité de payer en plusieurs fois lors du passage en caisse, tant en ligne que dans les magasins physiques. Les services d'Affirm sont intégrés à Apple Pay, permettant aux clients de régler leurs achats de manière transparente depuis leur iPhone ou iPad.

1001 - 5000 employés

Fondée en 2012

💳 Fintech

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity en 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

🎯 Exigences

• 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.

🏖️ Avantages

• 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