Affirm
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Director, Client Success
role at
Affirm
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. We are seeking a Director, Client Success to lead our SMB Client Success organization, driving merchant value, retention, and revenue growth across a diverse portfolio of small and mid‑sized business partners. This leader will shape strategy, optimise client success operations, and enable scalable, data‑driven engagement models that empower merchants to grow with us.
What You’ll Do
Lead and develop a high‑performing Client Success team supporting SMB merchants across multiple verticals, driving retention, expansion, and satisfaction.
Define and execute the strategic vision for SMB Client Success – optimising coverage models, playbooks and performance metrics to scale impact efficiently.
Partner closely with Sales, Marketing and Product teams to design initiatives that deepen merchant engagement and accelerate adoption of new solutions.
Use data and analytics to identify key growth opportunities, influence merchant strategies and optimise business outcomes.
Establish and maintain relationships with executive stakeholders across the company and within key merchant accounts to align business goals and drive mutual success.
Represent the voice of the customer internally to inform product road‑map, operations and experience improvements.
Develop team capabilities through coaching, structured development and performance management, fostering a culture of accountability and excellence.
Drive operational rigor through forecasting, reporting and consistent review of business health and team performance.
What We Look For
12+ years of experience in Client Success, Account Management or related commercial leadership roles, including 5+ years leading managers or senior individual contributors.
Proven track record of scaling client success or account management teams in high‑growth B2B or SaaS environments; experience in payments, e‑commerce or fintech is a plus.
Strong strategic and analytical thinking; ability to synthesize insights into actionable plans that drive measurable results.
Excellent communication, executive presence and influencing skills; comfortable engaging at C‑level with internal and external stakeholders.
Experience with SMB segment strategies and scalable customer engagement models (digital‑first, tiered coverage, automation, etc.).
Demonstrated ability to attract, develop and retain top talent in fast‑paced, evolving environments.
Compensation & Benefits Pay Grade: N Equity Grade: 12 Employees new to the company typically come in at the start of the pay range. The total compensation package may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidised medical coverage, dental and vision for you and your dependents). USA On‑Target Earnings (CA, WA, NY, NJ, CT) per year: $237,500 – $300,000 USA On‑Target Earnings (all other U.S. states) per year: $211,250 – $273,750 Visa sponsorship is not available for this position. Affirm is proud to be a remote‑first company; the majority of roles are remote and you can work almost anywhere within the country of employment. An occasional requirement to work out of the assigned office may apply to certain roles.
Benefits
Health care coverage – we cover all premiums for all levels of coverage for you and your dependents.
Flexible Spending Wallets – generous stipends for spending on technology, food, lifestyle needs and family‑forming expenses.
Time off – competitive vacation and holiday schedules allowing you to take time off to rest and recharge.
ESPP – an employee stock purchase plan enabling you to buy shares at a discount.
Seniority level Director
Employment type Full‑time
Job function Other
We believe it's On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process. Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider qualified applicants with arrest and conviction records for U.S. positions that could be performed in Los Angeles or San Francisco. By clicking "Submit Application," you acknowledge that you have read our Global Candidate Privacy Notice and hereby give informed consent to the collection, processing, use and storage of your personal information as described therein.
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Director, Client Success
role at
Affirm
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. We are seeking a Director, Client Success to lead our SMB Client Success organization, driving merchant value, retention, and revenue growth across a diverse portfolio of small and mid‑sized business partners. This leader will shape strategy, optimise client success operations, and enable scalable, data‑driven engagement models that empower merchants to grow with us.
What You’ll Do
Lead and develop a high‑performing Client Success team supporting SMB merchants across multiple verticals, driving retention, expansion, and satisfaction.
Define and execute the strategic vision for SMB Client Success – optimising coverage models, playbooks and performance metrics to scale impact efficiently.
Partner closely with Sales, Marketing and Product teams to design initiatives that deepen merchant engagement and accelerate adoption of new solutions.
Use data and analytics to identify key growth opportunities, influence merchant strategies and optimise business outcomes.
Establish and maintain relationships with executive stakeholders across the company and within key merchant accounts to align business goals and drive mutual success.
Represent the voice of the customer internally to inform product road‑map, operations and experience improvements.
Develop team capabilities through coaching, structured development and performance management, fostering a culture of accountability and excellence.
Drive operational rigor through forecasting, reporting and consistent review of business health and team performance.
What We Look For
12+ years of experience in Client Success, Account Management or related commercial leadership roles, including 5+ years leading managers or senior individual contributors.
Proven track record of scaling client success or account management teams in high‑growth B2B or SaaS environments; experience in payments, e‑commerce or fintech is a plus.
Strong strategic and analytical thinking; ability to synthesize insights into actionable plans that drive measurable results.
Excellent communication, executive presence and influencing skills; comfortable engaging at C‑level with internal and external stakeholders.
Experience with SMB segment strategies and scalable customer engagement models (digital‑first, tiered coverage, automation, etc.).
Demonstrated ability to attract, develop and retain top talent in fast‑paced, evolving environments.
Compensation & Benefits Pay Grade: N Equity Grade: 12 Employees new to the company typically come in at the start of the pay range. The total compensation package may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidised medical coverage, dental and vision for you and your dependents). USA On‑Target Earnings (CA, WA, NY, NJ, CT) per year: $237,500 – $300,000 USA On‑Target Earnings (all other U.S. states) per year: $211,250 – $273,750 Visa sponsorship is not available for this position. Affirm is proud to be a remote‑first company; the majority of roles are remote and you can work almost anywhere within the country of employment. An occasional requirement to work out of the assigned office may apply to certain roles.
Benefits
Health care coverage – we cover all premiums for all levels of coverage for you and your dependents.
Flexible Spending Wallets – generous stipends for spending on technology, food, lifestyle needs and family‑forming expenses.
Time off – competitive vacation and holiday schedules allowing you to take time off to rest and recharge.
ESPP – an employee stock purchase plan enabling you to buy shares at a discount.
Seniority level Director
Employment type Full‑time
Job function Other
We believe it's On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process. Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider qualified applicants with arrest and conviction records for U.S. positions that could be performed in Los Angeles or San Francisco. By clicking "Submit Application," you acknowledge that you have read our Global Candidate Privacy Notice and hereby give informed consent to the collection, processing, use and storage of your personal information as described therein.
#J-18808-Ljbffr