Remote Client Success Lead (Bilingual)

Summary

Join Affirm's team as a bilingual Client Success Lead to grow their presence in Canada. As part of the Client Success team, you will partner with retail merchant partners to align on program direction, build internal advocacy and understanding of Affirm, and implement initiatives to expand product usage within their channels.

Requirements

• At least 5+ years of work experience in customer-facing roles
• Bilingual French and English is required
• Prior experience in technology companies, especially in the e-commerce industry, is considered an asset
• Highly motivated, process-driven, and customer-focused
• Excellent relationship management skills, with the ability to navigate complex merchant organizations
• Ability to build relationships and influence towards outcomes: solve sticky situations, create consensus, and turn clients into your fans by displaying empathy: their success is your success
• Experience in managing cross-functional projects with great attention to detail
• Strong written and verbal communication skills
• Excellent problem-solving and analytical skills, with the ability to translate data into insights
• Knowledge of marketing technologies and e-commerce preferred
• Excellent presentation and data organization skills. Proficiency in Google Workspace (e.g. Gmail, Docs, Sheets, Slides, Drive) a plus

Responsibilities

• Lead and manage a portfolio of merchant accounts to develop long-term business relationships
• Implement a consistent, proactive client management strategy to drive adoption, encourage retention and growth with our partners (upsell & cross-sell)
• Be a trusted advisor by collaborating with merchants to understand their business needs and build a strategy with defined goals that demonstrate measurable outcomes
• Analyze merchant performance and recommend programs to drive revenue growth, optimization strategies and promote marketing best practices
• Track and proactively share insights with internal and external stakeholders to build industry expertise
• Establish yourself as an expert on Buy Now, Pay Later and third-party financing use cases, pricing, and promotion, and be the leading advocate for our products within the merchant’s organization
• Collaborate cross-functionally across Product, Technical, Marketing, Analytics, and Operations teams to represent the voice of your client to proactively and promptly address any questions or concerns and improve the Affirm offering for our merchants

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