Technical Account Management Lead (SMB Merchants)

Role overview

Join Affirm as a Technical Account Management (TAM) Lead for SMB Merchants. You will lead a team of Technical Account Managers focused on ensuring the technical success of SMB merchants after the sale.

Key missions / responsibilities

• Lead and manage a team of Technical Account Managers to support SMB merchants post-sale.
• Coach and guide the team toward best-practice solutions.
• Advise merchant developers and Affirm product teams throughout the full lifecycle of the merchant integration.
• Set, track, and manage OKRs/goals for the team.
• Develop and execute proactive action plans to keep goals on track when needed.
• Act as an internal and external advocate for merchants, communicating clearly across teams.

Requirements

• Strong communication skills, both for internal advocacy and external customer-facing work.
• Technical background in web development and REST APIs (plus a CS degree or equivalent professional engineering experience).
• Ability to build rapport quickly with engineering customers.
• 5+ years in a B2B customer-facing technical role.
• 3+ years experience as a people manager.
• Requires equivalent practical experience or a Bachelor’s degree in a related field.

Nice to have

• Experience solving problems for e-commerce or in-store retail merchants.