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Customer Success Manager (Technical)

New York (Hybrid) · Full-time · Intermediate

About The Position

As the Customer Success Manager, you will be a leader in the ChargeAfter Customer Success team dedicated to maximizing profitable customer relationships by reducing churn and growing revenue. With a focus on Enterprise and mid-market merchants, the Customer Success Manager will have the responsibility for building and nurturing relationships with leaders at a set of customer accounts, understanding the customers’ businesses and needs, finding ways for them be more successful in using ChargeAfter, identifying opportunities to deepen and expand their business with ChargeAfter, and ensuring overall satisfaction.

This role directly impacts company-wide goals and will influence the success of the overall organization! Our Customer Success Manager can expect a fast-paced environment where results are rewarded. Be part of the product that will revolutionize the way companies offer finance solutions.

We are looking for an experienced individual who thrives in a fast-paced environment. This role calls for incredible collaboration; you will represent ChargeAfter at a senior level to merchants and will also provide detailed feedback from merchants to our internal partners to drive initiatives forward.

Responsibilities

  • Establish and nurture executive-level relationships at Enterprise merchants post initial sales process
  • Drive the relationship and new expansion opportunities forward, collaborating closely with internal and external partners to clear roadblocks
  • Ensure excellent service and communication from ChargeAfter to our partners
  • Ensure excellent representation of “voice of customer” to our ChargeAfter teams including insights on customer performance, satisfaction, and new product opportunities
  • Contribute to continuously improving our relationship management processes, programs, and content
  • Analyze customer performance and KPIs on a routine basis to assess overall program performance and to provide analysis and insights on opportunities for improvement
  • Prepare for and lead QBR/customer update meetings, creating and presenting key analysis and content to merchants
  • Become well versed in the product - how it works from a UX and technical perspective and able to provide customers guidance and training

Requirements

  • 5+ years of experience that may include B2B SaaS in fintech or merchant services, consulting, product management, or technical account management
  • Bachelor's degree in Business Administration, Engineering, Math or related field (MBA - advantage)
  • Customer service orientation: always put the needs of the customer first and treat them with the utmost respect, professionalism and to the highest ethical standards
  • A demonstrated ability to understand a complex product and technology. POS financing, payments, professional services, and eCommerce experience is a bonus
  • Communication & Relationships: Highly developed interpersonal skills and ability to build executive-level relationships
  • Ability to influence others through data, strong story-telling, and powers of persuasion
  • Accountable & Proactive: Takes full ownership of accounts, opportunities, and challenging situations; anticipates and plans ahead to identify any potential roadblocks
  • Collaborative: Outgoing teammate excited to work cross-functionally and solve problems, assist in solving others’ problems and contribute to overall team success
  • Analytical: Understands financial and other quantitative levers relevant to retailers, including e-commerce critical metrics
  • Learn & Grow: Brings a growth mindset and extracts lessons for self and others from everyday experiences

Charge After provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, or disability status.


NYC Posting: In accordance with New York City Local Law 32, the expected salary for this role is between $100,000-$140,000. This role may be eligible for additional compensation in the form of bonuses and/or stock options. All offers to candidates will be based on a variety of factors, including but not limited to a candidate’s individual experience, skill set, background and other business and organizational needs.

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