Scale Customer Success Manager

Were searching for a strategic and creative Scale Customer Success Manager to own and build our entire SMB Success motion from the ground up. You will be the architect of how we engage, retain, and grow our thousands of SMB clients through smart automation, one-to-many education, and a deep understanding of customer behavior.

This role is foundational: your work will set the tone, structure, and impact of how Chargeflow delivers value at scale. Youll define the playbooks, design the programs, and be a central voice in shaping how our customers succeed and how our company scales.

What Youll Own and Drive:

Build the SMB Success Engine: Own the post-sale journey for Chargeflows SMB segment from onboarding to expansion using automation, lifecycle strategy, and high-leverage communication.
Design Scalable Engagement: Develop and execute one-to-many initiatives like email sequences, product tutorials, webinars, and self-serve training driving deep adoption and long-term retention.
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.
Educate, Empower, Enable: Make every customer feel like a power user. Turn complex features into simple workflows through smart guidance, intuitive resources, and proactive outreach.
Act on Data: Use customer data and behavioral insights to identify risks, opportunities, and churn signals and proactively intervene at scale.
Be the Voice of the Customer: Champion customer feedback (VOC) across the company, informing product direction, roadmap priorities, and feature design.
Cross-Functional Partner: Collaborate with Product, Marketing, Sales, and Support to continuously optimize the end-to-end customer experience and amplify customer value.
Drive Impact at Scale: Every initiative you build has the potential to reach thousands of customers. Youll play a critical role in making Chargeflow the gold standard in SMB success.