Client Success Lead

The Revenue team drives Affirm’s top-line growth through strategic partnerships, pricing, and go-to-market execution. We acquire, retain, and expand merchant relationships across eCommerce, in-store, telesales, and the Affirm app. The team leads onboarding, relationship management, and performance optimization to help partners succeed. We deliver value-added solutions, drive adoption, and support long-term business growth by connecting merchants and consumers through Affirm’s products.

Affirm is building the next generation of honest, transparent financial products—and partnering with leading merchants globally to drive responsible growth. In this role, you’ll have meaningful ownership, high visibility, and the opportunity to shape how Affirm scales internationally through our most strategic relationships in Canada. 

We are looking for a strategic, experienced Client Success Lead to manage a portfolio of our enterprise and longtail accounts in Canada. As part of the Client Success team, you will partner with retail merchants to align program direction, build internal advocacy for Affirm, and drive product adoption. You will achieve key success metrics by understanding merchant priorities, influencing senior stakeholders, and orchestrating cross-functional teams.

This position is a high-profile, merchant-facing role requiring outstanding relationship management, executive presence, and program management skills to guide merchants successfully from launch to operationalization and accelerated growth. 

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  Lead and manage a portfolio of Enterprise and SMB merchant accounts to develop long-term business relationships and ensure attainment to growth goals 

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  Define and drive the strategic vision for the portfolio—aligning joint priorities to Affirm’s broader goals, influencing senior stakeholders on both sides, building scaled management frameworks

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  Develop sophisticated account plans - build and execute multi-year growth roadmaps spanning product integrations, co-marketing initiatives, and go-to-market expansions

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  Lead commercial negotiations, including contracts, pricing, renewal strategy, and expansion opportunities.

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  Analyze partner performance and recommend programs to increase adoption, improve performance, and expand into new use cases.

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  Orchestrate cross-functional execution across Product, Technical, Credit, Analytics, Marketing, Risk, and other internal stakeholders to deliver partner initiatives and business results.

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  Manage customer health to ensure strong satisfaction, long-term retention, and consistent business outcomes.

• 5+ years of B2B client-facing experience; preferably in a tech or fintech environment.

• Excellent customer relationship management skills with the ability to lead and grow complex, strategic partnerships at the executive level.

• Experience in driving and managing cross-functional, multi-stakeholder initiatives with high attention to detail.

• Strong written and verbal communication (e.g. proposals, memos, e-mails, presenting); concise, structured, and credible with the ability to influence senior stakeholders and executive audiences.

• Excellent analytical abilities, including the ability to suss out key data points and trends, and report out to internal and external stakeholders.

• Experience structuring, negotiating, and closing commercial contracts

• Ability to adapt quickly to changing priorities, take initiative, and go beyond defined responsibilities to drive success of projects and the broader team.

• Ability to craft compelling value propositions, deliver persuasive presentations, and drive engagement with stakeholders to achieve business objectives.

• Knowledge of consumer finance offerings, SaaS solutions, and e-commerce preferred.

• Comfortable using Salesforce, AI, and BI tools.

• Bilingual French and English is a plus