Director, Client Success

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 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

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 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 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. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, which includes the annual base pay and the sales incentive target.

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% subsidized 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

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

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