Director, Accounts Management

About the Role

The Accounts Management team at Affirm is dedicated to understanding the needs of merchant partners and developing tailored strategies to enhance their experience and growth. This team's efforts are central to Affirm's mission of reinventing credit to make it more honest and friendly. The Director will lead this team, setting the vision and strategy for Account Management across complex enterprise accounts, and will be responsible for building and leading a high-performing team that executes against commercial goals with discipline and accountability.

What You Will Do

• Lead with strategy, developing exceptional teams and shaping how Affirm grows and strengthens long-term merchant partnerships.
• Set the vision and strategy for Account Management across a portfolio of large, complex merchant partners, aligning team priorities to company and commercial goals.
• Lead and develop a high-performing organization through team members, driving accountability, strategic alignment, and scalable execution across the portfolio.
• Drive portfolio performance across retention, growth, product adoption, operational health, and long-term partnership value.
• Navigate complex and ambiguous business challenges, balancing merchant needs, operational realities, and Affirm’s long-term strategic priorities.
• Build trusted relationships with executive stakeholders at strategic merchants and serve as a senior strategic partner on complex decisions, escalations, portfolio prioritization, and operational execution.
• Influence broader commercial strategy and organizational priorities through insights gathered from strategic merchant partnerships, portfolio trends, and market dynamics.
• Establish scalable operating models, business rhythms, and performance frameworks that improve organizational effectiveness and customer experience.
• Partner cross-functionally with Product, Sales, Marketing, Analytics, Risk, Finance, and Operations leaders to deliver merchant and business outcomes at scale.

What We Are Looking For

• Deep commercial leadership experience, with strong people leadership skills and the ability to influence outcomes across teams and organizations.
• 12+ years of experience in account management, strategic partnerships, customer success, business development, consulting, or related commercial leadership roles.
• Experience influencing organizational strategy, operating models, and cross-functional decision-making in multi-layered customer-facing organizations in high growth or complex environments.
• Demonstrated ability to build alignment across cross-functional teams and navigate competing priorities with clarity and empathy.
• Proven ability to shape strategy, influence senior stakeholders, and drive measurable business outcomes across large enterprise partnerships.
• Strong business judgment and analytical thinking, with experience solving complex, undefined problems and making decisions with long-term impact.
• Exceptional communication and relationship-building skills, including experience engaging with executives, negotiating priorities, and influencing without direct authority.

Nice to Have

• Experience in the fintech or payments industry, with knowledge of digital payment solutions and trends.
• Certification in leadership or a related field, demonstrating a commitment to professional development.
• Experience with project management tools and software, enhancing the ability to lead and track team projects efficiently.

Benefits and Perks

• Competitive salary and benefits package, recognizing the value of top talent in driving business growth.
• Opportunity to work remotely, with the flexibility to manage your work-life balance effectively.
• Professional development opportunities, including training and education support to enhance your skills and career growth.
• Collaborative and dynamic work environment, with a team dedicated to making a significant impact in the fintech industry.
• Access to the latest technology and tools, ensuring you have what you need to succeed in your role.
• Health and wellness programs, promoting a healthy work-life balance and overall well-being.
• Recognition and reward for outstanding performance, acknowledging the contributions of our team members.

• Develop a strong understanding of digital payment solutions and trends to stand out in your application.
• Showcase your ability to lead cross-functional teams and influence organizational strategy in your resume and cover letter.
• Prepare examples of how you have navigated complex business challenges and driven measurable business outcomes in previous roles.
• Highlight your exceptional communication and relationship-building skills, as these are crucial for success in this position.
• Consider creating a portfolio that demonstrates your strategic leadership skills and experience in account management.
• Be ready to discuss your approach to building and leading high-performing teams and driving portfolio performance during the interview.
• Research Affirm's mission and values, and be prepared to explain how your skills and experience align with them.