ChargeAfter

Customer Success Manager

• Establish and nurture executive-level relationships at enterprise merchants following the initial sales process
• Own account-level performance, ensuring merchants successfully onboard, adopt, and scale on the ChargeAfter platform
• Drive merchant growth by identifying and executing expansion opportunities that increase transaction volume, user adoption, and overall revenue impact
• Act as the primary point of coordination across internal teams, proactively identifying and helping resolve blockers to ensure timely execution
• Serve as an escalation point for complex account-related issues, working with internal teams to drive resolution and maintain customer trust
• Partner closely with Tier 2 Support to ensure effective handling of escalations and a high standard of responsiveness
• Ensure consistent, high-quality communication between ChargeAfter and merchant stakeholders
• Represent the “voice of the customer” internally, providing insights on performance, satisfaction, and opportunities for improvement
• Prepare for and lead QBRs and customer update meetings, delivering clear analysis, insights, and recommendations
• Contribute to improving customer success processes, playbooks, and engagement models to support scale
• Maintain a customer-first mindset while balancing business objectives and operational realities