Senior Director, Customer Success (NY)

| Greater NYC Area
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.
The Affirm Commercial team is searching for a Senior Director of Customer Success to lead a team of Customer Success Managers and executive relationships with Affirm's top-tier, enterprise clients. This role requires a dynamic professional with a commercial bent, who can grow and develop a highly skilled team through high-growth organizational stages.
This position reports to our VP of Customer Success and is based in either our New York City or San Francisco office.

What You'll Do

  • Manage the day-to-day operations of a growing team of Customer Success Managers
  • Ensure high-end service delivery and a proactive customer strategy to drive growth
  • Set the strategic course with enterprise customers and then prioritize, forecast, and enable execution
  • Oversee commercial discussions, escalations, and strategic decisioning
  • Inspire and grow a highly effective team of Customer Success Managers through hiring, retention, learning development, coaching and mentoring performance
  • Work closely with the product, pricing, and cross-functional teams on prioritization required to grow our customers’ businesses

What We Look For

  • 15+ years of customer-facing experience in a high-tech environment
  • 5+ years managing, hiring, and retaining a team of managers and individual contributors
  • Commercial experience overseeing forecasts, budgets, and client negotiations
  • Excellent enterprise customer relationship management skills with the ability to manage complex organizations and executive relationships
  • Experience in the retail industry, working for or with enterprise-level retailers
  • Strong written and verbal communication skills
  • Experience with financing, credit, and payments is a plus
  • Excellent analytical abilities

If you got to this point, we hope you're feeling excited about the job description you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in Affirm's mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes. #LI-SB1
At Affirm, "People Come First" is a core value and that’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can learn more about our D&I efforts here.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • MediumCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

Affirm's office is located in the NOMAD neighborhood! The North of Madison neighborhood has great coffee shops, restaurants, and bars.

An Insider's view of Affirm

What’s the vibe like in the office?

I was originally based in our San Francisco office and recently transitioned to our NYC office. I love the NYC office because it feels like a true start-up! I get the best of both worlds. A growing start-up with infrastructure and stability but with the excitement of a small office and team.

Jeremy

Software Engineer

What are some things you learned at the company?

I've learned that staying true to Affirm's consumer-first mission requires a nearly daily commitment to it from the whole company with respect to how decisions are made, which goals are set, & what we decide to build. Sharing this clear north star with my coworkers allows us to connect & align on a deeper level - we're all here for the same reason.

Niki

Group Product Manager

What’s the vibe like in the office?

The New York office combines the tight knit, friendly culture of a smaller startup start up with the huge projects of a scaled out company, all while located in the heart of the world's best city. People in NYC are generally hard working, laid back, and fun to talk to.

Noam

Software Engineer

What are Affirm Perks + Benefits

Affirm Benefits Overview

- Lead a healthy life: Generous coverage for health, dental, vision, life and disability insurances for you and your dependents.
- Learn and grow: We offer a significant stipend toward your personal career development.
- Be there when it counts: Take care of your loved ones with our parental leave, and find support at the office with our dedicated Mother's room and [email protected] Employee Resource Group.
- Take Time Off: We offer generous paid time off so you can always be at your best.
- Eat well: We cater meals daily
- Commute carefree: We subsidize the cost of transportation for you getting to and from work.
- Feel invested: We offer meaningful equity so you have ownership in what we are building.
- Get active: You can apply our monthly wellness stipend toward fitness classes and memberships.
- Know the product: We offer a monthly stipend for purchases with Affirm.

Culture
Volunteer in local community
Affirm has an active [email protected] group that organizes regular events to give back to the community.
Friends outside of work
Eat lunch together
Intracompany committees
Our Diversity and Inclusion Council is comprised of Affirmers from across all organizations and levels working together to build towards a more diverse and inclusive workforce.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Vision Benefits
The vision benefits plan covers 100% for annual eye exams with $250 for glasses and contact lenses.
Health Insurance Benefits
Acme's health insurance policy covers up to 95% of out of pocket expenses.
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Affirm supports paid parental leave for periods of disability and for baby bonding.
Family Medical Leave
Affirm provides leaves of absences for eligible employees under the federal Family and Medical Leave Act (FMLA) and California Family Rights Act (CFRA).
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
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