Senior Customer Success Manager

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

At Affirm we are using technology to re-imagine and re-build core parts of financial infrastructure to enable cheaper, friendlier and more transparent financial products and services that improve lives.

We believe the financial industry is fundamentally broken. Not only is the core infrastructure built with technology from the 1970s, but there are a dwindling number of people who say "I trust my bank to look out for me". It doesn’t have to be this way, and it’s our mission to fix this problem.

We are based in San Francisco; founded by Max Levchin (founding CTO of PayPal), Jeff Kaditz (CDO DeNA/ngmoco), and Nathan Gettings (founding CTO of Palantir); and building a team of exceptionally talented people to join us on our mission.

Meet Some of Affirm's Employees

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Fabiola makes sure the Sales Associates are engaged and motivated by working cross-functionally to ensure Affirm hits its revenue goals. She also serves as a lead on the Diversity & Inclusion Council at Affirm.

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Hai drives unique customer insights by looking at a variety of data the team collects. His main goal is figuring out how customers behave and use the products at different points in their financial lifecycles.


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