Technical Customer Success Manager

Technical Customer Success Manager

We're looking for a Technical Customer Success Manager to own and grow relationships with our Enterprise customers throughout their journey with Chargeflow. You'll serve as a trusted advisor to stakeholders ranging from individual contributors to C-level executives, helping customers realize measurable value from our platform. You'll combine strategic account management, data-driven insights, and strong commercial judgment to drive adoption, retention, and expansion across your portfolio. This role is ideal for someone comfortable navigating complex organizations, building executive-level relationships, and taking ownership of customer outcomes.

Chargeflow is a leading force in fintech innovation, tackling chargeback fraud and the impact it has on online businesses. Born from a deep passion for technology and eCommerce, we've developed an AI-driven solution that helps merchants manage credit card disputes, recover lost revenue, and protect their businesses through a unique success-based model. Backed by $49M from Viola Growth, OpenView, Sequoia Capital, and other top-tier global investors, Chargeflow is on a product-led growth journey. We're a tight-knit team of passionate builders and entrepreneurs, united by our mission to revolutionize eCommerce and protect online businesses from chargeback fraud.

What You'll Own

• Manage a portfolio of enterprise customers, taking ownership of the relationship from onboarding and integration through adoption, retention, and expansion.
• Build trusted-advisor relationships with stakeholders at every level, from day-to-day users to senior executives.
• Understand each customer's goals, challenges, and success metrics, and translate them into clear account strategies and action plans.
• Drive measurable customer outcomes by demonstrating ongoing value, improving product adoption, and delivering a strong return on investment.
• Lead strategic business reviews and customer meetings using performance data, trends, and actionable recommendations.
• Monitor customer health, identify risks early, and develop proactive plans to prevent churn.
• Identify and develop expansion opportunities across your portfolio.
• Deliver training sessions, webinars, and product updates that help customers maximize the value of the Chargeflow platform.
• Represent the voice of the customer internally, sharing structured feedback with Product, Sales, Onboarding, and other teams.
• Support customer advocacy initiatives, including case studies, testimonials, and reviews.

Requirements

• 5+ years of customer success or strategic account management experience within a data-driven B2B SaaS company.
• Experience managing complex enterprise customers and working with stakeholders from individual contributors to C-level executives.
• Proven ownership of customer retention, churn prevention, adoption, and account growth.
• Strong commercial judgment and the ability to identify and develop expansion opportunities.
• Practical experience troubleshooting APIs, webhooks, integrations, and data flows. You can explain what you investigated, what went wrong, and how you resolved it.
• The ability to analyze large data sets, extract actionable insights, and communicate a clear and compelling story through data.
• Strong presentation and communication skills, including experience leading executive-level conversations and business reviews.
• A technical and resourceful approach to problem-solving, with the ability to learn complex products and concepts quickly.
• Excellent organizational skills, attention to detail, and the ability to prioritize effectively across multiple enterprise accounts.
• Native-level English.

Nice to Have

• Experience in fintech, payments, fraud, chargebacks, or eCommerce.
• Experience working with global merchants or other high-volume digital businesses.
• Familiarity with customer success platforms, CRM systems, and data visualization tools.

Compensation

The expected annual base salary range for this position is $130,000–$145,000 USD.

Benefits

• 401(k) retirement plan with company match.
• Health benefits.
• Commuter benefits.
• Weekly happy hours and team events.
• Additional employee benefits.

How We Work

We move quickly, collaborate across teams, and expect people to take ownership from problem to resolution. We build strong customer relationships through responsiveness, transparency, and measurable results.

This is a full-time, hybrid position based in our New York City office, with 4 days a week in the office.