Client Success Lead

About the Client Success Team:

The Client Success team at Affirm is focused on building and growing long-term partnerships with our merchant partners, helping them maximize the value of their relationship with Affirm while driving mutual business growth. As the primary post-sale point of contact, the team works closely with merchants to optimize performance, increase product adoption, identify revenue and GMV expansion opportunities, and ensure overall account health. Client Success also serves as a strategic bridge across Analytics, Product, Marketing, Credit, and Technical teams, advocating for merchants and helping shape solutions that drive successful outcomes for both our partners and Affirm.

As a Client Success (CS) Lead, you will work with our existing merchants to drive revenue and GMV expansion. The CS Lead position is a high-profile, merchant-facing role requiring outstanding relationship management and program management skills to guide merchants successfully from deployment to optimization. The CS Lead acts as the central post-sale contact for Affirm merchant partners. This person will report to the Senior Manager, Client Success. 

What You’ll Do:

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

What We Look For:

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