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Manager, Client Success

Company: Affirm
Location: San Francisco
Posted on: May 17, 2022

Job Description:

This role focuses on our Returnly product, which helps brands that care about shopper loyalty offer better product returns.
The Manager of Client Success will lead a team of client success managers within our Returnly segment! You will drive the growth and relationship strategies for the portfolio with a keen focus on key performance metrics. This position is a high-profile, customer-facing role requiring outstanding relationship management and program management skills to guide clients successfully from deployment to operationalization. The manager will also be responsible for driving the team-level net revenue and logo retention goals as well as operational process improvement and partnership on merchant strategy.
This person will report to the Returnly Director of Client Success.
What you'll do

  • Oversee a large portfolio of strategic merchant accounts with the goal of fostering strategic, long-term business relationships
  • Drive and measure team-level net revenue and logo retention goals as well as other key performance metrics such as upsells, at risk activities, pipeline management and the overall health of the portfolio
  • Provide thought leadership and be a point of escalation with clients for your team and provide partnership on merchant strategy
  • Coach and develop the individual contributors on the team and drive scalable, operational process improvements
  • Collaborate and strategize with other leaders in the cross functional teams such as Sales, Analytics, Product, Pricing, and Marketing teams

    What we look for

    • 6+ years of customer-facing experience in a high-tech environment
    • 2+ years of managing account teams and individual contributors
    • Experience managing broad account portfolios, negotiating commercials, and scaling teams
    • Strong written and verbal communication skills
    • Experience in managing cross-functional projects with a high attention to detail
    • Experience in the e-commerce industry
    • Ability to manage through ambiguity while remaining focused, flexible, and solutions oriented
    • Excellent analytical abilities
    • Salesforce experience a plus

      Location - Remote U.S.
      Grade - USA49

      Please note that visa sponsorship is not available for this position.

Keywords: Affirm, San Francisco , Manager, Client Success, Executive , San Francisco, California

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