Customer Success Manager

🕒 May 14

🏢🏡 New York City – Hybrid

💵 $100k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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ChargeAfter

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

💳 Fintech

🤝 B2B

☁️ SaaS

Fintech • B2B • SaaS

<ChargeAfter> is an embedded consumer lending platform that connects merchants and financial institutions to a large independent network of lenders, enabling personalized point-of-sale financing across in-store, in-home, eCommerce, and telesales channels. The SaaS platform offers real-time lender matching (waterfall financing), white‑label solutions, back-office post-sale management, and analytics to boost approvals and streamline omnichannel consumer finance for enterprise merchants in industries like furniture, electronics, and home improvement.

📋 Description

• 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

• 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

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