Senior Manager, Customer Success in Chicago, IL

$100K - $150K(Ladders Estimates)

Affirm   •  

Chicago, IL 60601

Industry: Finance & Insurance


11 - 15 years

Posted 29 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.

We are committed to building lasting partnerships with online merchants for long term growth and ongoing revenue generation. As a Senior Manager of Customer Success, you will work with our existing enterprise merchants 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. Depending on the size and complexity of the accounts, you will also manage a team of other success managers covering the portfolio.

This role reports to our Director of Enterprise Accounts and is based in our Chicago office.


  • 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


  • Bachelor's degree with 10-12 years of customer-facing experience in a high-tech environment
  • 1-2 years managing account teams and cross-functional teams
  • 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

Valid Through: 2019-11-16