Technical Customer Success Manager

Chargeflow•New York, NY

2d•Hybrid

About The Position

Chargeflow is seeking a Technical Customer Success Manager to own and grow relationships with enterprise customers throughout their journey with the company. The role serves as a trusted advisor to stakeholders from individual contributors to C-level executives, helping customers realize measurable value from Chargeflow’s platform. It combines strategic account management, data-driven insights, and commercial judgment to drive adoption, retention, and expansion. The Customer Success Manager manages enterprise accounts from onboarding and integration through adoption, retention, and expansion. They understand customer goals and success metrics, develop account strategies, demonstrate ongoing value and ROI, lead strategic business reviews, monitor account health, identify churn risks, and develop expansion opportunities. The role also delivers customer education, represents customer feedback internally, and supports advocacy efforts. This is a full-time, hybrid position based in Chargeflow’s New York City office, with four days per week in the office. The expected annual base salary range is $130,000–$145,000 USD.

Requirements

At least 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 ability to identify and develop expansion opportunities.
Hands-on technical experience troubleshooting APIs, webhooks, integrations, and data flows, including the ability to explain investigations, problems, and resolutions.
Ability to analyze large data sets, extract actionable insights, and communicate a clear, compelling story through data.
Strong presentation and communication skills, including experience leading executive-level conversations and business reviews.
Technical and resourceful approach to problem-solving, with the ability to learn complex products and concepts quickly.
Excellent organizational skills, attention to detail, and ability to prioritize effectively across multiple enterprise accounts.
Native-level English.

Nice To Haves

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.

Responsibilities

Manage a portfolio of enterprise customers from onboarding and integration through adoption, retention, and expansion.
Build trusted-advisor relationships with stakeholders ranging from day-to-day users to senior executives.
Understand customer goals, challenges, and success metrics, and translate them into 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 the customer portfolio.
Deliver training sessions, webinars, and product updates to help customers maximize the platform’s value.
Represent the voice of the customer internally by sharing structured feedback with Product, Sales, Onboarding, and other teams.
Support customer advocacy initiatives, including case studies, testimonials, and reviews.