The majority of our roles can be located anywhere in the U.S. (exclusive of the U.S. Territories) and Canada (with the exception of Quebec).
Why Affirm? We started to Affirm because credit cards aren’t working. They lure us in with perks but end up costing a lot: The average U.S. household has $6,000 in credit card debt. With Affirm, you’ll never owe more than you agree to upfront. Instead, you’ll always get a flexible, transparent, and convenient way to pay over time. Please read the employee reviews for salaries and employee experience here
Client Success Lead Location - Remote U.S.
As a Client Success Lead, you will work with some of our largest travel partners to set the strategic direction of their programs, build internal advocacy and understanding of the Affirm platform, and implement initiatives that will expand usage of Affirm within their channels. The Client Success Lead position is a high-profile, customer-facing role requiring outstanding relationship management and program management skills.
This person will report to the Senior Manager, Customer Success (Travel).
What you'll do
Lead and co-manage a portfolio of key accounts to develop long-term business relationships
Implement a proactive client management strategy to encourage retention and growth with our merchant partners
Analyze merchant performance and recommend programs to drive revenue growth and deliver a measurable return on investment
Promote marketing best practices and optimization strategies with our merchant partners
Track and proactively share insights with internal and external stakeholders to build industry expertise and drive innovative strategy
Collaborate cross-functionally across our Analytics, Credit, Technical, Marketing, and Product teams to improve the Affirm offering for our merchants
What we look for
Bachelor’s degree with at least 5-7 years of enterprise customer-facing experience
Travel industry experience and expertise a plus
Excellent relationship management skills, with the ability to navigate large, complex merchant organizations
Ability to build relationships and influence towards outcomes
Experience in managing cross-functional projects with a high attention to detail
Strong written and verbal communication skills
Excellent problem-solving and analytical abilities
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
Previous new business sales experience is a plus (not required)
As Merchant Advocacy Manager you will build and drive a best-in-class customer advocacy program. You will be responsible for building a set of programs to identify, engage, and amplify customer advocates to improve retention and influence pipeline to support sales. You will partner cross-functionally with the Services, Customer Success, Marketing, and Product teams to enhance key customer relationships and evangelize the success of our customers through reviews, content, and referrals.
What you'll do
Build a customer reference program through data, automation, and improved workflows
Develop unique and creative ways to recruit, engage, and reward advocates at scale
Bring customer stories to life via reviews, testimonials, fireside chats, videos and more
Build a robust Customer Advisory Board (CAB) and associated programs from scratch
What we look for
5+ years of experience in customer advocacy, customer loyalty, or customer marketing role, preferably in a SaaS or related B2B business
Experience running customer advisory boards or customer meet-ups
Experience developing and scaling new programs with clear data-driven results
Strong interpersonal and relationship-building skills
Ability to lead and communicate cross-functionally with geographically distributed teams
Exceptional written and verbal communication skills
As a Senior Client Success Manager, you will work with our existing key account merchants to set the strategic direction of their programs, build internal advocacy and understanding of the Affirm platform, and implement initiatives that will expand usage of Affirm within their retail channels. The Senior Client Success Manager position is a high-profile, customer-facing role requiring outstanding relationship management and program management skills.
This person will report to the Senior Director of Customer Success.
What you'll do
Handle a portfolio of enterprise merchant accounts to develop strategic, long-term business relationships
Deliver a proactive customer strategy to drive merchant adoption, satisfaction, and revenue growth
Promote marketing and optimization strategies with our merchant partners
Understand merchant value drivers, and report out on the return on investment based on those drivers
Monitor customer health to track usage and overall customer satisfaction
Drive customer advocacy and critical issues 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 10+ years of customer-facing experience in a high-tech environment
Excellent enterprise customer relationship management skills with the ability to lead complex enterprise accounts
Strong written and verbal communication skills
Experience in leading cross-functional projects with high attention to detail
Ability to build productive internal and external relationships and influence towards outcomes
Strong analytical abilities
Knowledge of retail and e-commerce preferred.
As Merchant Program Manager, you will use strategic business analysis, market insights, and other data to develop scaled programs supporting growth and retention across Affirm’s 8000+ merchants. The program will support several highly visible workstreams including the voice of the merchant programs and competitive programs. The individual will collaborate with and influence many teams across Affirm including Product, Strategy, Client Insights, Client Success, Marketing and Business Process and Operations in their quest to build programming for merchants.
The person will drive execution excellence by managing a portfolio of programs and driving prioritization and providing visibility/reporting of programs to a wide range of partners. This person must understand how to apply project management best practices to optimize the planning and implementation of strategic projects.
This role requires a problem-solver who is an effective influencer who also has a high degree of business insight and acumen. You will need to deeply understand Affirm’s business, merchants, product, client success team and rapidly demonstrate impact and value to the organization. The ideal candidate has a combination of planning, operations, and technology or product experience, is able to thrive in a high-growth and fast-paced environment, is nimble and can work autonomously.
What you’ll do
Voice of the Merchant Programs
Execute impactful programs to bring the voice of the merchant to affirm partners - these include merchant product feedback and launching a merchant satisfaction survey program
Influence partners to build products and programs to improve the merchant experience, mitigate churn and drive growth for affirm merchants.
Host insights sharing forums to build an understanding of merchant needs with XFN partners.
Merchant Programs & Processes
Build centralized competitive information and resources for CSMs working with Revenue enablement
Identify and assess operational weaknesses and help improve/innovate on new processes to drive efficiencies
What we look for
6+ years of work experience in management consulting, product management/product marketing, client insights/research, client success or strategy and operations at a technology company (or similar).
BA/BS in a relevant field
Excellent time and project management skills with the ability to build strong cross-functional relationships and work collaboratively (PMP certification is a plus).
Experience in applying operational processes efficiency frameworks such as Lean Management, Six Sigma, and other operational efficiency tools.
Ability to ask the right questions and to use sound business judgment when collaborating with a wide range of partners.
Effective and mature communicator, able to convey sophisticated ideas in a clear, concise manner both verbally and in writing; comfortable in business and technical discussions.
Experience in building positive relationships and influencing others.
What you'll do
Manage a network of customer care providers; hold vendors accountable to Key Performance Indicators which include, but are not limited to: SLAs, compliance and contractual obligations.
Participate in the end to end process of selecting and on-boarding new vendors, including design and roll-out of RFP, vendor selection, contract negotiating, risk assessment, and on-boarding of new vendors
Develop a deep understanding of Affirm’s business and workforce strategies, and combine that knowledge with an understanding of industry standards to develop and deliver on Key Performance Indicators.
Identify strategic improvement opportunities across our care network that go beyond industry-standard methodologies.
Periodic review of contractual terms with strategic outsourcing partners to identify contractual improvement areas.
Drive cross-vendor change management and reengineering activities including implementing new processes, systems, tools/technologies, metrics and improved organizational alignment.
Engage with internal customers and our business partners to deliver new and innovative customer care capabilities.
Provide consultative support in regards to capacity planning, scheduling, & reporting (including trend analysis) and training/quality functions to drive decisions made in partnership with the WFM lead.
Establish vendor communication and organizational change strategy that drives transparency and alignment.
What we look for
At least 5+ years of equivalent experience
Prior vendor or operations management experience, with expertise in evaluating the performance of vendors, holding vendors accountable to SLAs, optimizing contracts through negotiations and resolving reliability/dependency issues with vendor networks. Experience managing vendors in financial services is helpful.
Outsourcing partnership experience and knowledge of outsourcing landscape including legal, financial and technology components of outsourcing
Program management, communication, partner management, negotiating and influencing experience with a track record of achieving engagement from cross-functional partners
Prior project and process management (lean six sigma) experience helpful and/or IAOP certification is desirable
Demonstrated understanding of underlying consumer operations workflow & technology
Self-starter with a strong sense of urgency and accountability
The excellent teammate who is highly self-motivated, organized, and enjoys learning new things
Skilled in focusing on desired results, determining what is meaningful, clarifying next steps and prioritizing work effectively to meet targets and achieve desired results
Travel up to 30%
Location - Remote U.S.
Your role directly impacts top-priority, company-wide goals and will influence the long-term success of the organization. More importantly, you will help build this business line from the ground up, requiring creativity, grit, influence, and an ability to navigate ambiguity.
What you’ll do:
Build and nurture affiliate partnerships with eCommerce merchants
Manage a portfolio of new affiliate merchant accounts and develop the onboarding process and opportunities
Define proactive strategies to drive revenue growth for new & long-tail affiliate merchant partners
Help build, implement, and refine our new merchant and long-tail account management and go-to-market playbook
Provide analysis and insights to merchant partners and internal teams to drive further adoption and stronger partnership
Serve as a merchant advocate by feeding insights and requirements into our Marketplace roadmap
Identify, lead, and mature revenue-generating programs or services to expand monetization and deliver merchant performance
What we look for:
3-6+ years of experience in customer-facing experience in e-commerce, digital marketing, or tech environment
Strong experience in performance marketing, affiliate marketing, or ad sales
Highly developed interpersonal skills and ability to build relationships both internally and with senior decision-makers
Excellent analytical skills and ability to tell a story with data
A curious, entrepreneurial self-starter with plenty of grit, creative thinking, and initiative, who has a deep understanding of - and empathy for - our partners’ needs.
Affirm is looking for a passionate Partner Marketing Associate Manager to support cross-channel campaigns with our merchants to drive business results. You will support 360° marketing campaigns for Affirm merchants aligning with both Affirm and merchant marketing goals and objectives.
You'll work closely with our merchant partners and internal cross-functional teams including Client Success, Communications, Brand and Creative, Growth and Integrated Marketing, Sales, and Legal and Compliance to ideate, plan, and deliver impactful campaigns intended to drive new user acquisition, repeat usage, total loan origination and increase life-time value. You should feel comfortable thinking across several different industries including fashion, home, travel, lifestyle and omnichannel retail. And, be equipped to build strong, long-term relationships with marketing counterparts at key Affirm clients.
What You'll Do
Support development and execution on a wide range of co-marketing campaigns across key verticals and marketing channels. From GTM plans to monthly strategy planning, this role will work with cross-functional leaders internally and externally.
Partner with cross-functional internal teams to drive process efficiencies and share learnings to inform future-state.
Manage all inbound RFP requests and optimize the process
Nurture marketing relationships with a select set of key partners.
Help identify campaign targets driven by business goals focused on the acquisition, engagement, and loan origination.
Work closely with the Brand design, Content teams, and external agencies to create and develop campaign creative and content assets.
Support business-critical processes such as maintaining the partner marketing budget, comprehensive co-marketing calendar, compliance submissions and more.
Leverage industry knowledge and research to forecast marketing opportunities that drive business goals.
Manage merchant selection process cross-functionally to support integrated marketing moments.
This role requires a lot of cross-functional partnerships. You will be the representative of the Analytic org, leading real-time fraud strategy to identify and mitigate fraud at scale. Additionally, this role will work closely with the Machine Learning teams to improve our Fraud algorithm.
Come join us in our mission to change consumer finance through better technology, lower costs, and transparency while providing the best customer experience.
What you'll do
Lead the team to create and enhance Fraud data layer in DBT to provide single source of truth for Fraud analytics
Work cross-functionally with Product and Engineering to proactively identify and size product opportunities and empower data-driven decision-making
Design controlled experiment frameworks to evaluate the impact of variants or new product features and to make launch recommendations jointly with the Product team, Engineering team, Design team
Direct your team to develop comprehensive fraud dashboards to visualize and communicate insights clearly across functions and levels of the organization
Be a supervisor and also a mentor to the team and providing thought leadership in both using data to tackle business problems and in arriving at innovative statistical solutions
Support new product formation and new vertical exploration
What we look for
EXPERIENCE - 8+ years of experience in an analytically focused role, and preferably 5+ years of fraud management with experience leading a team
DATA ANALYTIC - In-depth knowledge of big data analytics and experience in using statistical or ML models for predictive analysis, classification, and segmentation
FRAUD KNOWLEDGE - Proven understanding of the fundamentals of payment processing and an understanding of industry risk trends, including familiarity with risk strategy development.
PRODUCT KNOWLEDGE - Passion to understand how the product works and how to change to make it more effective
HUMILITY AND STANDOUT COLLEAGUE - you go out of your way to help teammates
TECHNICAL SKILLS - Proficient in SQL, Experience with Python, or other scripting languages
EDUCATION - Bachelor’s degree in a quantitatively thorough field like engineering, statistics, math, finance, economics desired
Location - Remote U.S.
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