Client Success Specialist II

About the Revenue Team

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.

About the Role

We are seeking a dynamic and experienced Client Success Specialist II (CSM) to join our team. The ideal candidate will have 3-5 years of proven client experience, preferably in the financial technology sector. The CSM will be instrumental in maintaining client relationships, ensuring satisfaction, and fostering revenue growth.

What You’ll Do

• Deliver a proactive client management strategy to encourage growth & retention with our merchant partners.

• Identify & execute upsell and cross-sell opportunities across a broad portfolio to enhance client value and devise strategies to capitalize on them.

• Provide prompt and effective support to address client needs and inquiries.

• Conduct regular performance reviews and gather client feedback.

• Collaborate with internal teams to resolve client issues and requests promptly.

• Stay abreast of industry trends and market developments to anticipate client needs.

• Collaborate cross-functionally to execute strategies to support clients.

• Ensure alignment between client goals and internal priorities and deliverables.

• Demonstrate resourcefulness and flexibility in navigating changing environments.

• Maintain a thorough understanding of company products and services to provide accurate information and support to clients.

What We Look For

• Bachelor's degree with at least 3-5 years of account management experience, preferably in the financial technology industry.

• Excellent written and verbal communication skills.

• Strong interpersonal skills and ability to build rapport with clients and stakeholders.

• Self-motivated, proactive, and able to work independently or as part of a team.

• Comfortable in fast-paced, high-pressure environments managing multiple priorities.

• Proficiency in CRM software (e.g., Salesforce)