Customer Success Manager

| Chicago
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 excited to share that financial services startup, Affirm is setting up shop in Chicago's River North neighborhood! This office will provide us with a much needed midwest outpost for our Sales, Marketing, Engineering, and Product teams. Join us on our mission to build honest and transparent financial products that improve lives. 
Affirm's mission is to deliver honest financial products to improve lives. We do this by partnering with top companies to offer responsible financial products at the point of sale. Working jointly with our clients, Affirm co-develops and executes on joint partnerships strategies to innovate and grow their businesses.
Affirm is committed to building lasting partnerships with online merchants for long term growth and ongoing revenue generation. As a Customer Success Manager, you will work with key merchants to drive usage of the Affirm platform for increased adoption, customer satisfaction, and growth. TheCustomer Success Manager 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 Director of Customer Success and is based in our Chicago office.

WHAT YOU'LL DO

  • Manage a portfolio of enterprise merchant accounts to foster strategic, long-term business relationships
  • Deliver a proactive customer contact strategy to drive merchant usage, satisfaction, and revenue growth
  • Promote marketing best practices and optimization strategies with our merchant partners
  • Provide analysis of marketing programs to deliver measurable ROI and drive further adoption
  • Monitor customer health to track usage and overall customer satisfaction
  • Drive customer advocacy and escalations by collaborating with development, product management, and support teams to improve the Affirm offering for our merchants

WHAT WE LOOK FOR

  • Bachelor’s degree with 7-10+ years of customer-facing experience in a high-tech environment
  • Excellent enterprise customer relationship management skills with the ability to manage complex enterprise accounts
  • Strong written and verbal communication skills 
  • Experience in managing cross-functional projects with a high attention to detail
  • Knowledge of marketing technologies, SaaS, and e-commerce preferred
  • Experience with private label credit cards is a plus
  • Excellent analytical abilities

If you got to this point, we hope you're feeling excited about the job description you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that 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 a core value and that’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can learn more about our D&I efforts here.
By clicking "Apply for this job," 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
  • Product
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • Google AnalyticsAnalytics

An Insider's view of Affirm

What's something quirky about your company?

1 - In the early days, the sales team would strike a loud gong whenever they signed a deal, our engineering release emails for new features paled in comparison. One day an engineer brought in his tuba and in that moment, the deploy tuba was born, thoroughly one-upping the sales-gong. Now, several years later, tuba emojis are a company staple.

Sam

Senior Staff Software Engineer

What kinds of technical challenges do you and your team face?

The integrations team interacts with many other teams across GTM, Ops, and Engineering. It's one of the best parts of being on this team because it makes the work we do varied and interesting. I'm most excited about working with those teams to define the right amount of process and ownership so that we are as productive as possible.

Yoav

Manager, Strategic Integrations

How does the company support your career growth?

One of the greatest things about working at Affirm is that everyone around you is invested in helping you to learn and grow. I have been so impressed by the support and encouragement I have received from everyone across the company in taking on new projects and exploring different areas of the business outside of my day to day.

Elizabeth

Account Executive

What are Affirm Perks + Benefits

Affirm Benefits Overview

- Lead a healthy life: Generous coverage for health, dental, vision, life and disability insurances for you and your dependents.
- Learn and grow: We offer a significant stipend toward your personal career development.
- Be there when it counts: Take care of your loved ones with our parental leave, and find support at the office with our dedicated Mother's room and [email protected] Employee Resource Group.
- Take Time Off: We offer generous paid time off so you can always be at your best.
- Eat well: We cater meals daily
- Commute carefree: We subsidize the cost of transportation for you getting to and from work.
- Feel invested: We offer meaningful equity so you have ownership in what we are building.
- Get active: You can apply our monthly wellness stipend toward fitness classes and memberships.
- Know the product: We offer a monthly stipend for purchases with Affirm.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
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
Vision Benefits
The vision benefits plan covers 100% for annual eye exams with $250 for glasses and contact lenses.
Health Insurance Benefits
Acme's health insurance policy covers up to 95% of out of pocket expenses.
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Monthly.
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
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