Client Success Lead (CSM) at Affirm

About Affirm:

At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.

About the Client Success Team:

The Client Success team at Affirm focuses on building and growing long-term partnerships with 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
• Ensure overall account health

The team 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 partners and Affirm.

About the Role:

We are seeking a dynamic and experienced Client Success Lead (CSM) with 3-5 years of proven client experience, preferably in the financial technology sector. The CSM will be instrumental in maintaining client relationships, ensuring satisfaction, and fostering revenue growth.

What You’ll Do:

• 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

What We Look For:

• A Bachelor’s degree with at least 3-5 years of account management experience, preferably in the financial technology industry

• Excellent written and verbal communication skills

• Strong interpersonal skills and ability to build rapport with clients and stakeholders

• Self-motivated, proactive, and able to work independently or as part of a team

• Comfortable in fast-paced, high-pressure environments managing multiple priorities

• Proficiency in CRM software (e.g., Salesforce) and Microsoft Office suite

• Knowledge of marketing technologies and e-commerce is preferred