Senior Director, Customer Success in Chicago, IL

$250K - $500K(Ladders Estimates)

Affirm   •  

Chicago, IL 60601

Industry: Finance & Insurance


15+ years

Posted 27 days ago

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.

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.

The Affirm Commercial team is searching for a Sr. Director of Customer Success to lead a team of Client Success Managers and executive relationships with Affirm's top-tier, enterprise clients. This role requires a dynamic professional with a monetization bent, who can grow and develop a highly skilled team through high-growth organizational stages.

This position reports to our VP of Client Success and is based in our Chicago office.


  • Set the strategic course for the Affirm customer success organization in the region and then prioritize, forecast, and enable execution
  • Drive and measure key performance metrics such as volume trends, upsells, at risk activities, pipeline management, and the overall health of the portfolio
  • Push all aspects of revenue and profitability - negotiating deals and supporting team to grow volume and drive initiatives
  • Oversee commercial discussions, escalations, and strategic decisioning
  • Inspire and grow a highly effective team of Customer Success Managers through hiring, retention, learning development, coaching and mentoring performance
  • Be a thought leader by sharing merchant insights to drive program and product innovation, ultimately with the goal of driving growth
  • Collaborate and strategize with other leaders in the Sales, Product, Credit, and Marketing teams to foster a high performing Sales team and innovate our offerings


  • Bachelor's degree with 15+ years of customer-facing experience in a high-tech environment
  • 5+ years managing, hiring, and retaining a team of managers and individual contributors
  • Commercial experience owning revenue forecasts, budgets, and client negotiations
  • Excellent enterprise customer relationship management skills with the ability to manage complex organizations and executive relationships
  • Experience in the retail industry, working for or with enterprise-level retailers
  • Strong written and verbal communication skills
  • Experience with financing, credit, and payments 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. #LI-SB1

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.

Valid Through: 2019-11-16