Senior Director, Client Success

| Remote
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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.

As a Senior Director of Client Success, you will lead the account team for one of our largest strategic relationships and be the GM for the business to drive usage of the Affirm platform for increased adoption and growth! This position is a high-profile customer-facing role requiring outstanding relationship management and program management skills to guide merchants successfully from deployment to operationalization!

This role reports to our SVP of Client Success.

What You'll Do:

  • Lead and be a GM for one of our largest enterprise accounts encouraging strategic, long-term business relationships
  • Identify the strategic priorities for the account and then prioritize, forecast, and enable execution
  • Drive strategic credit, marketing, product, operational, risk, and legal initiatives in a holistic manner to cross-functional execution and merchant happiness
  • Provide thought leadership and executive escalation to promote growth initiatives
  • Drive and measure performance metrics of this account such as volume trends, upsells, at-risk activities, pipeline management, and the health of the relationship.
  • Oversee commercial discussions, escalations, and strategic decisioning
  • Collaborate and strategize with other leaders in the Sales, Product, Credit, and Marketing teams to innovate our offerings
  • Manage up to 4-5 client success managers as we scale/grow the business

What We Look For:

  • 15+ years of handling sophisticated key enterprise customer relationships with a top 10 ecommerce website or has worked for a top 10 ecommerce site.
  • +5 years of directly leading account teams and individual contributors, as well as leading cross-functional, matrixed teams with a high attention to detail
  • Experience in negotiating sophisticated commercials and scaling teams
  • Strong written and verbal communication skills
  • Results-oriented and customer-centric attitude to drive performance against key critical metrics
  • Experience in the retail industry, working for or with enterprise-level retailers
  • Excellent analytical abilities, with the ability to drive outstanding decision-making through data
Location
 
We’re excited to announce that Affirm is now a remote-first company! This role can be located anywhere in the U.S. Remote based employees may occasionally travel to an Affirm office for meetings or team building events. Our offices in San Francisco, New York City, Pittsburgh, Chicago, and Salt Lake City will remain operational and accessible for anyone to use on a voluntary basis.
 
Please note that visa sponsorship is not available for this position.
 
#LI-Remote
Check out our remote-first approach to learn more about the new ways we work.
 
If you got this far, we hope you're feeling excited about this role. Even if you don't feel you meet every single requirement, we still encourage you to apply. We're eager to meet people who believe in Affirm's mission and can contribute to our team in a variety of ways—not just candidates who check all the boxes.

At Affirm, People Come First is one of our core values, and that’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our D&I program here and our progress thus far in our 2020 DEI Report.

We also 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.

We will consider for employment qualified applicants with arrest and conviction records in accordance with applicable federal, state, and local laws, including the San Francisco Fair Chance Ordinance. By clicking "Submit Application," I acknowledge that I have read the Affirm Employment Privacy Policy, and hereby consent to the collection, processing, use, and storage of my personal information as described therein.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages

Location

Affirm's office is located in San Francisco's Financial District with close access to great coffee, restaurants, and bars.

What are Affirm Perks + Benefits

Affirm Benefits Overview

We’re excited to announce that Affirm is now a remote-first company! The majority of our roles can be accomplished anywhere in the U.S. and Canada (with the exception of Quebec). While most Affirmers will have the option to choose a remote-first accommodation, our offices in San Francisco, New York City, Pittsburgh, Chicago, and Salt Lake City will remain operational and accessible for anyone to use on a voluntary basis.

For this new way of working, we’re thrilled to introduce a dynamic and competitive compensation model and total rewards package that complements our remote-first work style. Affirm’s 2021 benefits will allow flexibility for Affirmers to customize their experience by selecting benefits based on their individual needs and preferences to be successful from almost anywhere -- continuing to lean into our value of “People Come First”.

Culture
Volunteer in local community
Partners with Nonprofits
Affirm Cares is a 501(C)3 employee foundation dedicated to supporting nonprofit causes in our communities.
Friends outside of work
Eat lunch together
Intracompany committees
Our Diversity and Inclusion Council is comprised of Affirmers from across all organizations and levels working together to build towards a more diverse and inclusive workforce.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Affirm supports paid parental leave for periods of disability and for baby bonding.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Affirm provides leaves of absences for eligible employees under the federal Family and Medical Leave Act (FMLA) and California Family Rights Act (CFRA).
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend

Additional Perks + Benefits

Check out Affirm's 2020 DEI Report here: http://bit.ly/affirmdei2020

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