Client Success Lead

Summary

Join Affirm, a company reinventing credit, as a CS Lead to drive revenue and GMV expansion for existing merchants. This high-profile role requires strong relationship and program management skills to guide merchants from deployment to optimization. You will manage a portfolio of accounts, handle contract renewals and pricing, and implement strategies to increase GMV and revenue. The role involves analyzing merchant performance, recommending improvement programs, and collaborating with cross-functional teams. This position reports to the Senior Manager, Client Success and offers competitive compensation and benefits.

Requirements

• 5+ years of B2B client-facing experience; preferably in a high-tech environment
• Experience negotiating and closing commercial contracts (e.g., RFPs, renewals)
• Excellent customer relationship management skills with the ability to manage strategic accounts
• Experience in managing cross-functional projects with a high attention to detail
• Strong written (e.g. proposals, memos, e-mails) and verbal communication (e.g. presenting) skills
• Excellent analytical abilities to review merchant performance and report on the impact of specific programs to internal and external stakeholders

Responsibilities

• Manage a portfolio of accounts across a variety of industries to foster long-term, strategic business relationships with our merchant partners
• Manage contract renewals, updating pricing, and expansions
• Deliver a proactive client management strategy to drive incremental gross merchandise value (“GMV”) along with revenue, and expand Affirm’s relationship coverage
• Analyze merchant performance and recommend programs to increase product adoption, promote marketing best practices, and optimize program financing programs
• Manage merchant relationship health to ensure that both Affirm and the merchant are gaining the maximum value from the relationship
• Orchestrate cross-functional teams across our Analytics, Credit, Technical, Marketing, and Product teams to improve the Affirm offering for our merchant

Preferred Qualifications

• Knowledge of consumer finance offerings, integrated software solutions, and e-commerce preferred
• Comfortable using Salesforce and BI tools

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