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Senior Customer Success Manager

Affirm, San Francisco, CA

Affirm: Delivering Honest Financial Products


Affirm is committed to building lasting partnerships with online merchants for long term growth and ongoing revenue generation. As a Senior Customer Success Manager, you will work with our existing enterprise merchants to drive usage of the Affirm platform for increased adoption, customer satisfaction, and growth. The Senior Customer Success Manager position is a high-profile customer-facing role requiring outstanding relationship management and program management skills to guide merchants successfully from deployment to operationalization. This person will report to our Head of Customer Success and is based in our San Francisco Headquarters.

What You'll Do

  • Manage a portfolio of enterprise merchant accounts to foster strategic, long-term business relationships
  • Deliver a proactive customer contact strategy to drive 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 10+ years of customer-facing experience in a high-tech environment
  • Excellent enterprise customer relationship management skills with the ability to manage complex enterprise accounts
  • 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
About Affirm

Affirm is reinventing credit to make it more honest and friendly. Started by PayPal co-founder Max Levchin, Affirm gives consumers the flexibility to buy now and make simple monthly payments. Unlike other credit options, Affirm offers transparent payment terms (no fees or compounding interest), and employs advanced technology to reach a broader consumer population.

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About Affirm

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.

Want to learn more about Affirm? Visit Affirm's website.