• You will manage a portfolio of accounts across a variety of industries to foster long-term, strategic business relationships with our merchant partners. • You will be responsible for managing contract renewals, updating pricing, and expansions. • You will deliver a proactive client management strategy to drive incremental gross merchandise value (“GMV”) along with revenue, and expand Affirm’s relationship coverage. • You will analyze merchant performance and recommend programs to increase product adoption, promote marketing best practices, and optimize program financing programs • You will manage merchant relationship health to ensure that both Affirm and the merchant are gaining the maximum value from the relationship • You will orchestrate cross-functional teams across our Analytics, Credit, Technical, Marketing, and Product teams to improve the Affirm offering for our merchant.

Role Description We are looking for an experienced and visionary Head of Customer Success to lead, scale, and optimize our Customer Success function. You'll build and lead Customer Success almost from the ground up while personally stewarding our most valuable client relationships. What You'll Do: - Strategy & Execution: - Design comprehensive Customer Success operations: seamless onboarding, accelerated adoption, predictable renewals, strategic expansion - Personally manage and expand our most strategic enterprise accounts - Build automated health-score tracking systems that surface risks before they become problems - Team & Culture: - Recruit, develop, and lead a world-class Customer Success team of 3 people - Create scalable playbooks, KPIs, and reporting frameworks for client health, NPS, and revenue expansion - Integrate CRM workflows with product and support systems for seamless customer experiences - Revenue Impact: - Turn client feedback into real intelligence for Product and Sales - Drive measurable expansion revenue through strategic account management - Prove that great Customer Success makes money — and own that number Qualifications - 6+ years in Customer Success or Account Management at a SaaS / tech company, with 2+ years leading a team - A real track record with enterprise clients — you're comfortable in the room with senior stakeholders - You've built top-notch CS processes, playbooks, and best practices before, not just run them - Experience automating customer health monitoring and risk detection - A hands-on leadership style, you set strategy and roll up your sleeves - Exceptional English and genuine executive presence Benefits - Competitive base salary + a clear, transparent bonus structure - Fully remote, with flexibility across EU time zones - Paid time off and a company-issued laptop - A rare chance to build a CS function from the ground up — your fingerprints on everything - A collaborative, genuinely supportive team that ships - Direct impact on product and company growth - Room to grow at the intersection of AI, science, and beauty

• Lead and manage end-to-end portfolio campaigns for SSDR Agency and Whistle OS. • Act as the primary relationship manager focused on client retention, ensuring contractual compliance, alignment of scope, and a target of 85% quarterly portfolio MRR retention. • Spot upsell and cross-sell opportunities, manage expansion initiatives, and maintain a clear pipeline with conversion tracking. • Anchor regular syncs with clients and internal SDR teams to keep goals aligned, managing expectations seamlessly. • Produce and share high-quality documentation, including meeting notes, action items, and clear communication briefs. • Gather and analyze feedback trends to capture satisfaction signals and proactively mitigate retention risks. • Continuously track campaign outcomes, building strategic optimization proposals aligned with the client's core business goals. • Build and deliver comprehensive campaign health reports, interactive dashboards, and quarterly KPI scorecards. • Act as the senior point of contact for complex issues, maintaining clear issue logs and swift resolution timelines. • Partner closely with internal SDRs and stakeholders to ensure high-quality, seamless service delivery.

• lead the team responsible for our most valuable and complex customer relationships. • manage and develop a team of Customer Success Managers focused on delivering a high-touch, strategic customer experience while driving retention, expansion, and measurable business outcomes for these accounts. • collaborate closely with the SVP of Customer Success and cross functional partners to ensure our most strategic customers are successful and continue to grow with Owner.