Client Success Lead

Affirm; New York (NY); Remote; USD 90,000 - 130,000; Full time

Job summary

Affirm is seeking a Client Success Manager to manage post-sale relationships with merchant partners, optimize performance, and drive revenue growth. You will work cross-functionally with Analytics, Product, Marketing, Credit, and Technical teams to deliver value and ensure client satisfaction.

The role requires a Bachelor’s degree with 3–5 years of account management experience, preferably in fintech, and strong CRM and communication skills.

Qualifications

• Self-motivated and proactive with ability to work independently or in a team.
• Proficiency in CRM software (Salesforce) and Microsoft Office.
• Strong interpersonal skills and ability to build rapport with clients and stakeholders.
• Excellent written and verbal communication skills.
• Bachelor’s degree with 3–5 years account management experience, preferably in fintech.

Responsibilities

• Serve as the primary post-sale contact to merchant partners and optimize performance.
• Identify upsell and cross-sell opportunities to grow client value.
• Provide proactive, timely support and address client inquiries.
• Conduct regular performance reviews and gather client feedback.
• Collaborate with internal teams to resolve client issues and align with goals.
• Stay informed on industry trends to anticipate client needs.

Skills

CRM proficiency

Interpersonal skills

Written communication

Verbal communication

Account management

Team collaboration

Education

Bachelor’s degree in a related field (fintech preferred)

Tools

Salesforce

Microsoft Office

Job description

• The Client Success team at affirm is focused on building and growing long-term partnerships with our merchant partners, helping them maximize the value of their relationship with affirm while driving mutual business growth
• As the primary post-sale point of contact, the team works closely with merchants to optimize performance, increase product adoption, identify revenue and GMV expansion opportunities, and ensure overall account health
• Client Success also serves as a strategic bridge across Analytics, Product, Marketing, Credit, and Technical teams, advocating for merchants and helping shape solutions that drive successful outcomes for both our partners and affirm
• Deliver a proactive client management strategy to encourage growth & retention with our merchant partners
• Identify upsell and cross-sell opportunities to enhance client value and devise strategies to capitalize on them
• Provide prompt and effective support to address client needs and inquiries
• Conduct regular performance reviews and gather client feedback
• Collaborate with internal teams to resolve client issues and requests promptly
• Stay abreast of industry trends and market developments to anticipate client needs
• Collaborate cross-functionally to execute strategies to support clients
• Ensure alignment between client goals and internal priorities and deliverables
• Demonstrate resourcefulness and flexibility in navigating changing environments
• Maintain a thorough understanding of company products and services to provide accurate information and support to clients
• The CSM will be instrumental in maintaining client relationships, ensuring satisfaction, and fostering revenue growth

Benefits

• Compensation: We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family
• Spending Wallets: Access tech, food, lifestyle, and family planning wallets for your expenses
• Supportive Communities: Get involved with our employee resource groups and community groups
• Remote-first Workforce: If your role is remote, you can set up shop anywhere in your home country
• Generous Time Off: Take the time you need when life happens
• Health Benefits: Get a plan that fits your needs
• Mental Healthcare: Take care of your mind with great mental health programs
• Parental Leave: Birth and non-birth parents get 18 weeks’ paid leave. Plus, a 4-week return-to-work transition program, at full base pay
• Away Days: We offer 20 company-wide paid days off—which help our teams collectively pause to recharge
• Learning & Development: Engage in exciting learning programs to level up your growth

Self-motivated, proactive, and able to work independently or as part of a teamProficiency in CRM software (e.g., Salesforce) and Microsoft Office suiteStrong interpersonal skills and ability to build rapport with clients and stakeholdersExcellent written and verbal communication skillsBachelor’s degree with at least 3-5 years of account management experience, preferably in the financial technology industryKnowledge of marketing technologies and and e-commerce preferredComfortable in fast-paced, high-pressure environments managing multiple priorities