Client Success

At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.

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.

About the Role:

We are seeking a dynamic and experienced Client Success Lead (CSM) to join our team. The ideal candidate will have 3-5 years of proven client experience, preferably in the financial technology sector. The CSM will be instrumental in maintaining client relationships, ensuring satisfaction, and fostering revenue growth.

What You’ll Do:

• Deliver a proactive client management strategy to encourage growth & retention with our merchant partners

• Identify upsell and cross-sell opportunities to enhance client value and devise strategies to capitalize on them 

• Provide prompt and effective support to address client needs and inquiries.

• Conduct regular performance reviews and gather client feedback

• Collaborate with internal teams to resolve client issues and requests promptly.

• Stay abreast of industry trends and market developments to anticipate client needs.

• Collaborate cross-functionally to execute strategies to support clients. 

• Ensure alignment between client goals and internal priorities and deliverables.

• Demonstrate resourcefulness and flexibility in navigating changing environments.

• Maintain a thorough understanding of company products and services to provide accurate information and support to clients.

What We Look For:

• Bachelor's degree with at least 3-5 years of account management experience, preferably in the financial technology industry.

• Excellent written and verbal communication skills.

• Strong interpersonal skills and ability to build rapport with clients and stakeholders.