Customer Success Manager

ChargeAfter

Customer Success Manager leading enterprise-level client relationships for fintech embedded lending network. Driving merchant growth and ensuring successful onboarding and adoption of ChargeAfter platform.

Posted 5/14/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSenior💰 $100,000 - $130,000 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

5+ years of experience managing enterprise or strategic accounts in a B2B SaaS, fintech, or technology environment
Proven ability to build and maintain relationships with senior stakeholders and executive-level clients
Strong ownership mindset with the ability to drive outcomes and navigate ambiguity
Demonstrated ability to collaborate cross-functionally and drive alignment across Product, Engineering, and operational teams
Analytical mindset with an understanding of key business and performance metrics relevant to merchants
Strong communication and storytelling skills, with the ability to translate data into actionable insights
Experience managing escalations and navigating complex customer issues
Comfortable working in environments involving integrations, APIs, or technical platforms (deep technical expertise not required)
Collaborative team player with a proactive, solutions-oriented approach.

Benefits

Comp & perks

This role may be eligible for additional compensation in the form of bonuses and/or stock options.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

B2B SaaSfintechaccount managementperformance metricsdata analysisescalation managementcustomer success processesintegrationAPIs

Soft Skills

relationship buildingownership mindsetcollaborationcommunicationstorytellingproblem-solvingproactive approachcustomer-first mindsetanalytical mindset