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

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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