Customer Success Manager Job New York New York USA,Business

Location: New York

Join to apply for the Customer Success Manager role at Charge After.

Charge After is pioneering the embedded lending network for point-of-sale consumer financing for merchants and financial institutions. Powered by a network of lenders and a data-driven matching engine, Charge After streamlines the distribution of credit into a single, secure, and reliable embedded lending platform. Merchants can rapidly implement Charge After’s omni-channel platform online, in-store, and at every point of sale, enabling them to provide personalized financing choices to their customers.

Here at Charge After, we are building the next unicorn in the Fintech industry and are looking for a talented and success-driven Customer Success Manager to help make it happen!

As the Customer Success Manager, you will be a leader in the Charge After 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 to be more successful in using Charge After, identifying opportunities to deepen and expand their business with Charge After, 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 Charge After 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 Charge After to our partners

Ensure excellent representation of “voice of customer” to our Charge After teams including insights on customer performance, satisfaction, and new product opportunities

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 Q /customer update meetings, creating and presenting key analysis and content to merchants

Become well versed in the product - how the UX flows 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 (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. POS financing, payments, professional services, or 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 need.

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