Client Success Lead

5 months ago

Toronto, Canada Affirm Full time

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're looking for a bilingual Client Success Lead to grow Affirm's presence in Canada. As part of the Client Success team, you will partner with our retail merchant partners to align on the direction of their programs, build internal advocacy and understanding of Affirm, and implement initiatives to expand the usage of our products within their channels. The Client Success Lead position is a high-profile, merchant-facing role requiring outstanding relationship management and program management skills to guide merchants successfully from launch to operationalization.

**What You'll Do**:

- Lead and manage a portfolio of merchant accounts to develop long-term business relationships
- Implement a consistent, proactive client management strategy to drive adoption, encourage retention and growth with our partners (upsell & cross-sell)
- Be a trusted advisor by collaborating with merchants to understand their business needs and build a strategy with defined goals that demonstrate measurable outcomes
- Analyze merchant performance and recommend programs to drive revenue growth, optimization strategies and promote marketing best practices
- Track and proactively share insights with internal and external stakeholders to build industry expertise
- Establish yourself as an expert on Buy Now, Pay Later and third-party financing use cases, pricing, and promotion, and be the leading advocate for our products within the merchant's organization
- Collaborate cross-functionally across Product, Technical, Marketing, Analytics, and Operations teams to represent the voice of your client to proactively and promptly address any questions or concerns and improve the Affirm offering for our merchants

**What We Look For**:

- At least 5+ years of work experience in customer-facing roles
- Bilingual French and English is required
- Prior experience in technology companies, especially in the e-commerce industry, is considered an asset
- Highly motivated, process-driven, and customer-focused
- Excellent relationship management skills, with the ability to navigate complex merchant organizations
- Ability to build relationships and influence towards outcomes: solve sticky situations, create consensus, and turn clients into your fans by displaying empathy: their success is your success
- Experience in managing cross-functional projects with great attention to detail
- Strong written and verbal communication skills
- Excellent problem-solving and analytical skills, with the ability to translate data into insights
- Knowledge of marketing technologies and e-commerce preferred
- Excellent presentation and data organization skills. Proficiency in Google Workspace (e.g. Gmail, Docs, Sheets, Slides, Drive) a plus

**Base Pay Grade** - H

**Equity Grade** - 4

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 monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).

CAN On Target Earnings pay range per year: $97,500 - $147,500

LI-Remote

Affirm is proud to be a remote-first company The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.

We're extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:

- 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

[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 wi

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