Lead, Technical Account Management (SMB Merchants)

Affirm is seeking a Lead, Technical Account Management to oversee a team of Technical Account Managers supporting small and medium-sized merchants. In this remote Canada-based role, you will lead TAMs through the full merchant lifecycle—from initial integration through expansion—ensuring technical success and adoption of Affirm's product offerings. The team works cross-functionally with Client Success, Product Management, Operations, and Merchant Care to solve merchant business objectives through technical strategy and product optimization.

Responsibilities

• Coach, mentor, and develop a team of Technical Account Managers supporting SMB merchants
• Establish and track team OKRs and goals, with proactive action planning to meet targets
• Forecast demand for TAMs and lead recruitment efforts
• Evaluate new hires on technical capabilities and provide technical guidance to team members on integration solutions, troubleshooting, and optimization
• Handle technical escalations from your team and serve as a technical expert to customers
• Partner with Client Success to help merchants accelerate time to market and expand use of Affirm's product suite post-launch
• Advocate internally for merchant priorities and work cross-functionally to ensure they are met

Requirements

• Minimum five years in a B2B customer-facing technical role
• Minimum three years as a people manager
• Strong technical background in web development technologies and REST APIs
• Computer science degree or professional engineering experience
• Experience providing technical solutions to e-commerce or in-store retailers (preferred)

Benefits

• Pay Grade L; Equity Grade 4
• Transparent pay structure based on role level, experience, and market factors