Top Customer Success & Experience Jobs in Seattle, WA

Own the operational health of strategic merchant integrations through monitoring, troubleshooting, SLA delivery, technical investigations, and root-cause analysis. Design custom integration solutions, lead technical initiatives, support launches and product adoption, influence roadmaps, create operational playbooks, and mentor TAMs. The role progresses toward end-to-end ownership of a strategic account portfolio while partnering with Product, Engineering, Operations, Customer Success, and support teams.

Supports merchant partners throughout Affirm solution implementations, troubleshooting ecommerce and order-management integrations, documenting technical processes, improving operational workflows, and coordinating with Engineering, Product, and Merchant Operations. The role provides implementation guidance, resolves technical issues, gathers client feedback, and manages multiple cross-functional assignments while serving as a primary partner support contact.

Manage post-sale relationships with merchant partners, driving retention, product adoption, upsells, cross-sells, revenue growth, and account health. Conduct performance reviews, address client needs, gather feedback, and coordinate with internal teams to resolve issues and execute client strategies. Maintain product expertise while aligning client goals with company priorities.

Lead and coach a team of Technical Account Managers supporting SMB merchants post-sale. Oversee integrations, escalations, technical guidance, OKRs, demand forecasting, hiring, and cross-functional advocacy to drive merchant success and product adoption.

Lead a commercial account management organization to grow and strengthen platform partnerships. Set vision and strategy, build high-performing teams, drive retention, growth, product adoption, and operational health, influence cross-functional stakeholders, and establish scalable operating models to deliver merchant and business outcomes.