Customer Success Manager

Location: New York

## Customer Success Manager New York (Hybrid)
· Full-time#### About The Position 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!

We are seeking a self-starting, outcome-driven
** Customer Success Manager
** to lead and nurture our enterprise-level client relationships. This individual will be responsible for the end-to-end customer journey post-sales: from successful onboarding and go-live to long-term growth and retention. A key focus of this role is maximizing product utilization; you will act as a strategic advisor to your merchants, driving adoption, feature engagement, and ensuring they realize the full business value of the Charge After platform.

As the
** Customer Success Manager**, you will play a critical role within the Charge After Customer Success team, focused on maximizing customer value by driving adoption, performance, and long-term growth across a portfolio of enterprise and mid-market merchants.

With a strong focus on both relationship management and execution, the Customer Success Manager will be responsible for building and nurturing executive-level relationships, understanding each merchant’s business and performance drivers, and ensuring they successfully onboard, adopt, and scale on the Charge After platform. This role requires a high level of ownership, with accountability for driving measurable outcomes including transaction volume, user growth, and overall customer health.

This role directly impacts company-wide goals and contributes to the success of our merchant and partner ecosystem. Our Customer Success Manager operates in a fast-paced environment where accountability, proactive execution, and strong collaboration are critical.

We are looking for an experienced individual who thrives in dynamic environments and can balance relationship management with operational execution. You will represent Charge After at a senior level to merchants while partnering closely with internal teams across Product, Engineering, Delivery, and Support to drive successful outcomes.#### Responsibilities
** You will:*
* ● 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 Charge After 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 Charge After 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…