Customer Success Scale Manager - SMB's

Introducing Chargeflow

Welcome to Chargeflow, where innovation meets expertise. We're not just another startup; we're a dynamic and rapidly expanding company driven by seasoned leaders in the world of fintech and eCommerce. Our passionate team is on a mission to tackle one of the most pressing issues plaguing online businesses today: chargeback fraud. This insidious menace all too often results in substantial losses, both in revenue and profits. Join us on our journey as we revolutionize the fight against chargeback fraud.

Who We're Looking For - The Dream Maker

We are searching for a Scale Customer Success Manager who thrives in scalable customer engagement and excels at delivering value to a large customer base. As a key player in our Customer Success team, you will drive efficient, one-to-many communication strategies that empower our SMB clients to maximize their success with Chargeflow. Your mission is to educate, engage, and support thousands of clients using automation, strategic outreach, and data-driven insights

Join us in revolutionizing chargeback management with cutting-edge technology, equipping businesses with the ultimate defense against fraud, and helping them protect their revenue and profit margins at scale.

Your Arena:

• Own post-sale engagement for Chargeflow’s SMB clients, driving onboarding, adoption, retention, and expansion through scalable communication.
• Conduct multiple daily meetings with SMB clients and manage one-to-many customer success initiatives, including email sequences, webinars, video training, and automated outreach to maximize impact across our client base.
• Implement efficient self-serve education, automation, and scalable engagement strategies.
• Create targeted customer journeys and lifecycle campaigns to enhance customer satisfaction and drive product adoption.
• Serve as a trusted advisor to relevant stakeholders (IC to C-level) by providing insights, best practices, and proactive guidance to help SMB clients optimize their chargeback management.
• Analyze customer engagement data to identify trends, risks, expansion opportunities and proactively take action.
• Collaborate cross-functionally with Product, Sales, and Marketing to ensure alignment and continuous improvement and assist with development prioritization, feature alignment, and overall product evolution.
• Gather and communicate customer feedback (VOC) to drive product improvements and feature prioritization.

What It Takes:

• 3+ years of customer success experience at a data-driven B2B SaaS company dealing with multi-level stakeholders - Must
• Experience managing large-scale customer bases (SMB focus) with one-to-many engagement strategies - Must
• Proven experience and proficiency in customer engagement tools and CRMs (Hubspot, SalesForce or similar) and email automation platforms - Must
• Native level English - Must
• Excellent communication skills, with the ability to simplify complex topics and deliver impactful messaging across email, video, and webinars - Must
• Proven experience with extracting actionable insights from large data sets, create impactful visualizations, and tell compelling stories through data - Must
• Tech-oriented. Resourceful and out-of-the-box thinker who can work through problems and execute at a fast-growing company - Must
• Strong organizational skills, attention to detail, ability to prioritize and meet targets and commitments - Must
• Experience within the financial domain - advantage.

Our Story

Chargeflow is a leading force in fintech innovation, tackling the pervasive issue of chargeback fraud that undermines online businesses. Born from a deep passion for technology and a commitment to excel in eCommerce and fintech, we've developed an AI-driven solution aimed at combating the frustrations of credit card disputes. Our diverse expertise in fintech, eCommerce, and technology positions us as a beacon for merchants facing unjust chargebacks, supported by a unique success-based approach. Propelled by nearly $20 million funding round led by OpenView Venture Partners and key fintech investors, Chargeflow has embarked on a product-led growth journey. Today, we represent a tight-knit community of passionate individuals and entrepreneurs, united in our mission to revolutionize eCommerce and fight against chargeback fraud, marking us as pioneers in protecting online business revenues.