Senior Manager, Customer Success

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 Senior Manager, you will lead a team of customer success managers across our Fashion and Travel verticals. You will drive the relationship and growth strategies for the portfolio with a keen focus on performance metrics. This role requires a dynamic professional with outstanding relationship management and program management skills, and someone who can grow and develop customer success managers.

This role reports to our VP of Customer Success and is based in our San Francisco office. 

WHAT YOU'LL DO

  • Set the strategic course for key Fashion and Travel customers and then prioritize, forecast, and enable execution
  • Drive and measure key performance metrics such as volume trends, upsells, at risk activities, pipeline management, and the overall health of the portfolio
  • Push all aspects of revenue and profitability - helping to negotiate deals and supporting the team to close volume/sales driving initiatives
  • Inspire and grow a highly effective team of Customer Success Managers through hiring, retention, learning development, coaching and mentoring performance
  • Be a thought leader by sharing merchant and vertical insights to drive program and product innovation, ultimately with the goal of driving growth
  • Collaborate and strategize with colleagues on the Sales, Product, Credit, and Marketing teams to foster a high performing customer success team team and innovate our offerings

WHAT WE LOOK FOR

  • Bachelor’s degree with 12+ years of customer-facing experience in a high-tech environment
  • 2+ years managing and growing a team of managers and individual contributors
  • Excellent executive-level relationship management skills with the ability to address complex business issues and manage client expectations
  • Strong written and verbal communication skills 
  • Experience in managing cross-functional projects with a high attention to detail
  • Experience in the retail/e-commerce industry. Fashion or the travel industry is a plus. Marketing, finance, credit, and payments domain expertise preferred.
  • 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.

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