Lead, Technical Account Management (SMB Merchants)

At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.

In this role you will lead a team of our world class Technical Account Managers (TAMs), representing and supporting our SMB merchants. As the manager, you will oversee a talented team of TAMs who are responsible for the technical success of our SMB merchants post-sale. You will support and guide your team towards best practice solutions as they advise merchant developers, product teams, and key business partners throughout the entire lifecycle, from initial product integration through expansion and scale. This team is tasked with not only guiding their merchants to avoid pitfalls, but to take advantage of more of Affirm’s offerings; solving business objectives with technical strategies and product optimizations. Technical Account Managers are a part of the Engineering Team and work closely with Affirm’s Client Success, Product Management, Operations, and Merchant Care teams.

What you'll do

Coach, mentor and develop an awesome group of experienced TAMs who support our SMB merchants.

Work closely with our Client Success counterparts to help our network of merchants grow, by not only enabling an efficient time to market, but also by taking better advantage of Affirm’s expanding product suite post launch

Establish and track team OKRs and goals, establishing proactive action plans for meeting goals when needed

Forecast the demand for TAMs and recruit as necessary

Technically, you will evaluate new hires on their technical capabilities, handle escalations from your own team, provide guidance to the TAMs on integration solutions, troubleshooting and optimization opportunities, and be seen as an expert by our customers

Be a strong internal advocate for our merchants, working cross functionally to make sure their highest priorities are being met

What we look for

At least five years in a b2b customer facing technical role and three years as a people manager.

A strong technical background in web development technologies and REST APIs, with a computer science degree or professional engineering experience.

A great relationship builder who has the ability to quickly build rapport with engineering customers.

A fantastic communicator, both when advocating for customers internally and advocating for Affirm externally.

Bonus: Experience providing solutions to e-commerce or in-store retailers.

Pay Grade - L Equity Grade - 4 Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills. Base pay is part of a total compensation package that may include monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company). CAN base pay range per year: $133,000 - $183,000

Location - Remote Canada This remote role is open only to candidates residing in Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan.

#LI-Remote

Remote-first with flexibility built in Affirm is proud to be a remote-first company. Most roles can be done from almost anywhere within the country of employment. Some positions may occasionally require in-person work at an Affirm office, and a few are office-based due to the nature of the work. All new hires will be invited to attend an in-person onboarding experience.

Benefits designed for you Our benefits reflect our commitment to care, transparency, and flexibility. Here are a few highlights:

Health coverage at no cost: We cover 100% of premiums for employees and their dependents.

Spending stipends: Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you.

Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to.

Own a piece of what you build: Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount.