Director of Client Success, Affirm
$211.3-300k
OTE
Salary dependent on location. Plus ESPP
More information about location
POS installment loans
Be an early applicant
POS installment loans
1001+ employees
Be an early applicant
$211.3-300k
OTE
Salary dependent on location. Plus ESPP
More information about location
1001+ employees
Company mission
To deliver honest and transparent financial products that improve users' lives.
Role
Who you are
- The ideal candidate brings deep experience in customer success and account management, strong operational acumen, and a track record of building and developing high-performing teams
- 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 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
What the job involves
- 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 Affirm’s 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, optimize client success operations, and enable scalable, data-driven engagement models that empower merchants to grow with Affirm
- You’ll partner cross-functionally with Sales, Marketing, Product, and Analytics to define and execute the SMB success strategy that drives merchant satisfaction and long-term profitability
- 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 — optimizing 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 Affirm solutions
- Use data and analytics to identify key growth opportunities, influence merchant strategies, and optimize business outcomes
- Establish and maintain relationships with executive stakeholders across Affirm and within key merchant accounts to align business goals and drive mutual success
- Represent the voice of the customer internally to inform product roadmap, 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
Our take
Affirm offers point-of-sale loans to consumers, working with merchants like Shopify, KAYAK, and Walmart. Buy now, pay later transactions have grown in popularity in recent years, and this business is tapping into the market with a totally different approach to credit - by delivering the Affirm card, the first US debit card with the option to pay-over-time.
Boasting over 21M consumers and 337,000+ merchants, the company offers flexible payback options, ranging from 3 to 36 months. The interest rates run between 0% and 30%, so, while they are not necessarily the cheapest option, Affirm prides itself on having no fees for late payments, no hidden charges, and total transparency about what people will pay before they take out a loan.
Affirm collects payments from the customers and pays the merchants directly, shouldering the risk itself. The company has boosted its market share, expanding its availability beyond the US to include most of Canada, and continues to launch new features and create new partnerships towards bettering its offering.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-11% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Sep 2020
$500m
SERIES G
Apr 2019
$300m
SERIES F
Total funding: $1.1bn
Company 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
Company HQ
Chinatown, San Francisco, CA
Leadership
Max Levchin
(Co-Founder & CEO)Has founded/co-founded numerous companies, holding various executive positions at each, including Paypal, Slide, Glow, HVF Labs, and SciFi VC. Also worked at large brands including Google, Yelp, Yahoo, and Evernote.
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