Director, Client Success

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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.

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. 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.

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 – 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 optimise 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.

What We Look For

Compensation & Benefits

Pay Grade : N

Equity Grade : 12

Pay Range

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

Employees new to affirm typically come in at the start of the pay range . affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job‑related skills.

Base pay is part of a total compensation package that 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).

Please note that visa sponsorship is not available for this position.

Benefits

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.

For U.S. positions that could be performed in Los Angeles or San Francisco — Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, affirm will consider for employment qualified applicants with arrest and conviction records.

By clicking "Submit Application", you acknowledge that you have read affirm’s Global Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.

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