Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.
Affirm is committed to building lasting partnerships with online merchants for long term growth and ongoing revenue generation. As a Manager of Customer Success, you will work with a segment (either industry or territory) of our existing merchant base to drive usage of the Affirm platform for increased adoption and growth. This position is a high-profile customer-facing role requiring outstanding relationship management and program management skills to guide merchants successfully from deployment to operationalization. Depending on the size and complexity of the accounts, you will also manage a team of other success managers covering the portfolio.
This role reports to our Senior Director of Client Success and is based in our San Francisco office.
WHAT YOU'LL DO
Manage a portfolio of enterprise merchant accounts to foster strategic, long-term business relationships
Coach a team of customer success managers in portfolio management and driving merchant usage, satisfaction, and revenue growth
Promote marketing best practices and optimization strategies with our merchant partners
Provide analysis of marketing programs to deliver measurable ROI and drive further adoption
Monitor customer health to track usage and overall customer satisfaction
Drive customer advocacy and escalations by collaborating with development, product management, and support teams to improve the Affirm offering for our merchants
WHAT WE LOOK FOR
Bachelor’s degree with 7-10 years of customer-facing experience in a high-tech environment
1-2 years managing account teams and cross-functional teams
Excellent customer relationship management skills
Strong written and verbal communication skills
Experience in managing cross-functional projects with a high attention to detail
Knowledge of marketing technologies, SaaS, and e-commerce preferred
Experience with private label credit cards is a plus
Excellent analytical abilities
At Affirm, "People Come First" is a core value and that’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can learn more about our D&I efforts here.
We also consider qualified applicants with arrest and conviction records for positions in accordance with applicable laws, including the San Francisco Fair Chance Ordinance.
Today’s shoppers are more averse than ever to traditional credit—due to decades of compounding interest, hidden fees, and unclear terms. At Affirm, we’re reinventing credit to make it more honest and friendly.
Great for Customers
We give customers the flexibility to pay over time for their most important purchases, on a schedule that fits their budget. Affirm financing is quick, simple, and transparent—there are no gimmicks like deferred interest, compounding interest, or late fees, so what shoppers see at checkout is exactly what they’ll pay.
Great for Businesses
We stick to the same principles of honesty and simplicity with both consumers and our retail partners. Our integration is seamless, and we provide dedicated support to help you make the most our our partnership. We want to make it as easy as possible for you to realize the “Affirm boost”—increased AOV, conversion, and customer loyalty.