Who We're Looking For – The Dream Maker
We are searching for a Scale Customer Success Manager who thrives in scalable customer engagement and excels at delivering value to a large customer base. As a key player in our Customer Success team, you will drive efficient, one-to-many communication strategies that empower our SMB clients to maximize their success with. Your mission is to educate, engage, and support thousands of clients using automation, strategic outreach, and data-driven insights
This is a foundational role, meaning you'll have the unique opportunity to build and shape the SMB segment from the ground up.
Join us in revolutionizing chargeback management with cutting-edge technology, equipping businesses with the ultimate defense against fraud, and helping them protect their revenue and profit margins at scale.
Your Arena:
Own post-sale engagement for SMB clients, driving onboarding, adoption, retention, and expansion through scalable communication.
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.
Implement efficient self-serve education, automation, and scalable engagement strategies.
Create targeted customer journeys and lifecycle campaigns to enhance customer satisfaction and drive product adoption.
Serve as a trusted advisor to relevant stakeholders (IC to C-level) by providing insights, best practices, and proactive guidance to help SMB clients optimize their chargeback management.
Analyze customer engagement data to identify trends, risks, expansion opportunities and proactively take action.
Collaborate cross-functionally with Product, Sales, and Marketing to ensure alignment and continuous improvement and assist with development prioritization, feature alignment, and overall product evolution.
Gather and communicate customer feedback (VOC) to drive product improvements and feature prioritization.
3+ years of customer success experience at a data-driven B2B SaaS company dealing with multi-level stakeholders – Must
Experience managing large-scale customer bases (SMB focus) with one-to-many engagement strategies – Must
Proven experience and proficiency in customer engagement tools and CRMs (Hubspot, SalesForce or similar) and email automation platforms – Must
Native level English – Must
Excellent communication skills, with the ability to simplify complex topics and deliver impactful messaging across email, video, and webinars – Must
Proven experience with extracting actionable insights from large data sets, create impactful visualizations, and tell compelling stories through data – Must
Tech-oriented. Resourceful and out-of-the-box thinker who can work through problems and execute at a fast-growing company – Must
Strong organizational skills, attention to detail, ability to prioritize and meet targets and commitments – Must
Experience within the financial domain – advantage.
