Affirm · 1 day ago
Director, Client Success
Phoenix, AZ
Full-time
Hybrid
Lead/Staff, Director/Executive
$238K/yr - $300K/yr
12+ years expAffirm is reinventing credit to make it more honest and friendly, and they are seeking a Director, Client Success to lead their SMB Client Success organization. This role involves driving merchant value, retention, and revenue growth while shaping strategy and optimizing client success operations for small and mid-sized business partners.
Financial ServicesFinTechLendingPayments
No H1B
Responsibilities
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
Qualification
Required
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
Benefits
Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
Flexible Spending Wallets - generous stipends for spending on Technology, Food, various 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 of Affirm at a discount
Company
Affirm
Affirm is a financial technology services company that offers installment loans to consumers at the point of sale.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$7.57BKey Investors
New York Life InsuranceSixth StreetPGIM Fixed Income
2025-10-31Post Ipo Debt· $750M
2024-12-17Post Ipo Debt· $800M
2024-12-13Post Ipo Debt· $4B
Leadership Team
Max Levchin
Founder & CEO
Robert O'Hare
Chief Financial Officer
Recent News
Crowdfund Insider
2025-12-25
2025-12-20
Company data provided by crunchbase