Remote Senior Client Success Manager – Amazon Pay Integration & Merchant Growth Leadership (Work‑From‑Home)

Why Join a Trailblazing FinTech Powerhouse?

Affirm is redefining the way consumers and merchants experience credit. We enable shoppers to “buy now, pay later” with transparent, interest‑free financing that eliminates hidden fees and builds trust at checkout. Our portfolio includes the flagship Affirm brand plus PayBright and Returnly, serving millions of users across the United States, Canada, and an expanding global footprint that now includes Spain, Poland and Australia.

Our mission is simple yet ambitious: to make credit honest, friendly, and accessible for everyone. To achieve that, we partner with industry leaders like Amazon, integrating their payment ecosystems with our technology to create seamless, high‑conversion experiences for merchants of every size. As a remote‑first organization, we empower our people to work from wherever they thrive while staying deeply connected through a culture that prioritizes autonomy, collaboration, and continuous learning.

The Role at a Glance: Remote Senior Client Success Manager – Amazon Pay

Reporting directly to the Vice President of Customer Success, you will be the strategic champion for Amazon Pay‑enabled merchant accounts. Your mission is to guide each partner from initial onboarding through sustained operational excellence, driving product adoption, revenue growth, and measurable ROI. This is a high‑visibility, customer‑facing position that requires a blend of relationship‑building, data‑driven analysis, and cross‑functional program management.

What Success Looks Like

• Strategic Launch Leadership: Own the end‑to‑end rollout of the Amazon Pay segment, ensuring every merchant receives a tailored onboarding plan that aligns with their business goals.
• Retention & Expansion: Design and execute proactive account‑management strategies that boost merchant satisfaction, increase transaction volume, and uncover upsell opportunities.
• Data‑Centric Optimization: Leverage analytics to surface performance insights, recommend actionable programs, and track the financial impact of Amazon Pay adoption.
• Cross‑Functional Advocacy: Partner with Analytics, Credit, Technical, Marketing, and Product teams to refine the Affirm offering and resolve merchant‑specific challenges quickly.
• Thought Leadership: Serve as the internal voice of Amazon Pay merchants, influencing product roadmaps, feature prioritization, and marketing initiatives that benefit the broader ecosystem.

Key Responsibilities

Client Lifecycle Management

• Lead the complete merchant journey—from contract signing and technical integration to go‑live support and post‑deployment health checks.
• Develop individualized success plans that outline clear milestones, KPIs, and timelines, ensuring alignment with both merchant objectives and Affirm’s growth targets.
• Conduct regular business reviews, highlighting performance trends, ROI, and recommendations for product enhancements or promotional campaigns.

Strategic Growth & Revenue Generation

• Identify high‑impact opportunities to expand the use of Amazon Pay across additional product lines, checkout flows, and geographic markets.
• Collaborate with the Marketing team to co‑create merchant‑centric campaigns, seasonal promotions, and incentive programs that drive increased transaction volume.
• Utilize predictive modeling and cohort analysis to forecast revenue impact and set realistic growth targets for each account.

Cross‑Functional Collaboration

• Serve as the primary liaison between merchants and internal product, engineering, and credit risk teams, translating business needs into technical specifications.
• Participate in sprint planning, product demos, and feature release communications to ensure merchant requirements are incorporated and communicated effectively.
• Coordinate with the Analytics squad to build custom dashboards, data extracts, and reporting frameworks that empower merchants to make informed decisions.

Thought Leadership & Knowledge Sharing

• Develop and disseminate best‑practice guides, playbooks, and case studies that illustrate successful Amazon Pay implementations.
• Host webinars, workshops, and training sessions for merchants, internal teammates, and industry partners to promote continuous education.
• Represent Affirm at industry conferences, webinars, and virtual roundtables, positioning the company as a premier partner in the digital‑wallet space.

Essential Qualifications (The Must‑Haves)

• 7+ years of professional experience in client success, account management, or a related field within high‑tech, e‑commerce, or digital‑wallet environments.
• At least 4 years of direct, enterprise‑level, customer‑facing experience managing strategic accounts for technology‑driven merchants.
• Proven track record of guiding complex product launches, from technical integration through sustained operations.
• Exceptional relationship‑building skills with the ability to influence senior stakeholders both internally and externally.
• Strong analytical mindset: comfortable interpreting data, constructing performance models, and presenting actionable insights.
• Outstanding written and verbal communication abilities; adept at crafting concise executive summaries and delivering compelling presentations.
• High attention to detail, critical thinking, and rigorous business planning capabilities.

Preferred Qualifications (The Nice‑to‑Haves)

• Hands‑on experience working directly with product and engineering teams on feature definition, testing, and release cycles.
• Background in marketing technologies, SaaS platforms, or e‑commerce ecosystems, particularly with Amazon or other major marketplace operators.
• Familiarity with digital‑wallet solutions, payment tokenization, and fraud‑prevention frameworks.
• Experience with analytics tools (e.g., Tableau, Looker, Power BI) and SQL or other query languages for data extraction.
• Demonstrated ability to develop and execute multi‑channel merchant growth strategies, including email, paid media, and in‑app promotions.

Core Competencies & Skills for Success

• Strategic Account Management: Ability to balance short‑term operational needs with long‑term partnership vision.
• Data‑Driven Decision Making: Skill in translating raw metrics into clear business recommendations.
• Project Management: Proficiency with agile methodologies, task‑tracking tools (Jira, Asana, Trello), and timeline adherence.
• Technical Acumen: Comfort navigating APIs, payment gateways, and basic troubleshooting of integration issues.
• Collaboration & Influence: Proven experience rallying cross‑functional teams around a common goal.
• Customer‑Centric Mindset: Commitment to exceeding merchant expectations and delivering measurable value.

Metrics That Matter

In this role, your performance will be evaluated against a blend of quantitative and qualitative metrics, including but not limited to:

• Merchant Net Retention Rate (NRR): Percentage growth in revenue from existing accounts after churn and expansion.
• Time‑to‑Value (TTV): Average number of days from contract signing to first successful transaction using Amazon Pay.
• Adoption Rate: Share of total merchant SKUs that successfully integrate Amazon Pay within the first six months.
• Revenue Uplift: Incremental dollar amount generated by Amazon Pay‑enabled merchants compared to baseline.
• Customer Satisfaction (CSAT) & Net Promoter Score (NPS): Direct feedback from merchants on their experience with the CSM function.

Career Growth & Learning Opportunities

Affirm invests heavily in the professional development of its people. As a Senior Client Success Manager you will have access to:

• Mentorship from senior leaders in Customer Success, Product, and Commercial Strategy.
• Quarter‑ly learning stipends for certifications (e.g., Certified Customer Success Manager, Agile Project Management, Data Analytics).
• Internal mobility pathways to senior director roles, product ownership positions, or regional leadership tracks.
• Opportunities to present at global summit events, expanding your professional network across the fintech ecosystem.
• Cross‑functional “stretch” projects that broaden your expertise beyond merchant success into product development, risk, or marketing strategy.

Compensation, Perks & Benefits (Overview)

While specific salary details are confidential and vary by location, we offer a highly competitive, grade‑based compensation package that reflects market benchmarks for senior client‑success professionals. The package typically includes:

• Base salary aligned with the USA49 grade band, adjusted for regional cost‑of‑living considerations.
• Annual performance‑based bonus linked to achievement of NRR, revenue uplift, and CSAT targets.
• Equity grants that provide ownership in a fast‑growing public fintech company.
• Comprehensive health, dental, and vision coverage for employees and dependents.
• Flexible paid time off (PTO) and generous parental leave policies.
• Remote‑work stipend covering home‑office equipment, high‑speed internet, and co‑working space access.
• Professional development budget, wellness programs, and employee assistance resources.
• Annual company‑wide retreats and regular virtual team‑building events to foster community across geographies.

Our Remote‑First Culture & Work Environment

Affirm’s remote‑first philosophy is built on trust, autonomy, and intentional communication. Even though you’ll work from home, you’ll never feel isolated:

• Daily stand‑ups and weekly all‑hands meetings keep everyone aligned on company priorities.
• State‑of‑the‑art collaboration platforms (Slack, Zoom, Miro) enable real‑time brainstorming and decision‑making.
• Regional “hub” offices in Chicago, New York, Pittsburgh, Salt Lake City, San Francisco, and Toronto are open for those who prefer occasional office days or need a professional workspace.
• Culture‑focused initiatives such as “Coffee‑Connect” virtual meet‑ups, wellness challenges, and diversity‑focused resource groups reinforce a sense of belonging.
• Our global expansion into Spain, Poland, and Australia provides a truly multicultural environment where varied perspectives drive innovation.

Commitment to Diversity, Equity & Inclusion

People Come First is one of our core values. We believe that a diverse workforce fuels creativity, empathy, and better business outcomes. Affirm is an equal‑opportunity employer that actively champions:

• Recruitment practices that attract talent from underrepresented backgrounds.
• Employee‑resource groups (ERG) that celebrate gender, ethnicity, neurodiversity, LGBTQ+ identities, and veterans.
• Transparent pay equity analyses and regular reporting to close any gaps.
• Inclusive interview processes, with accommodations offered for candidates who need them.
• Continuous learning modules on unconscious bias, inclusive leadership, and allyship.

Application Process & Next Steps

We understand that great talent evaluates opportunities as carefully as we evaluate candidates. Here’s what to expect when you apply:

1. Online Application: Submit your resume and a concise cover letter highlighting your Amazon Pay or digital‑wallet experience.
2. Initial Screening: A brief conversation with a Talent Acquisition Partner to explore fit and answer any questions you have.
3. Hiring Manager Interview: Deep‑dive discussion with the VP of Customer Success focusing on strategic thinking, past successes, and scenario‑based problem solving.
4. Cross‑Functional Panel: Meet members of Analytics, Product, and Marketing to gauge collaboration style and cultural alignment.
5. Final Offer & Onboarding: Receive a detailed compensation package, equity grant information, and a personalized 90‑day onboarding roadmap.

We welcome candidates who are passionate about fintech, thrive in remote environments, and are eager to make an impact on the future of digital payments. If you meet most of the qualifications and are excited about the mission, we encourage you to apply—your unique perspective could be exactly what we need.

Take the Next Step Toward a Transformative Career

Imagine leading the charge on one of the most exciting payment innovations of the decade, while partnering with world‑class merchants and shaping the roadmap for a global fintech leader. This is your chance to blend strategic vision, data‑driven insight, and relationship mastery into a role that truly matters.

Ready to influence the future of commerce? Click the button below to submit your application. We can’t wait to meet you and explore how your expertise will elevate the Amazon Pay ecosystem at Affirm.

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