This role is foundational: your work will set the tone, structure, and impact of how Chargeflow delivers value at scale. Youll define the playbooks, design the programs, and be a central voice in shaping how our customers succeed and how our company scales.
What Youll Own and Drive:
Build the SMB Success Engine: Own the post-sale journey for Chargeflows SMB segment from onboarding to expansion using automation, lifecycle strategy, and high-leverage communication.
Design Scalable Engagement: Develop and execute one-to-many initiatives like email sequences, product tutorials, webinars, and self-serve training driving deep adoption and long-term retention.
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.
Educate, Empower, Enable: Make every customer feel like a power user. Turn complex features into simple workflows through smart guidance, intuitive resources, and proactive outreach.
Act on Data: Use customer data and behavioral insights to identify risks, opportunities, and churn signals and proactively intervene at scale.
Be the Voice of the Customer: Champion customer feedback (VOC) across the company, informing product direction, roadmap priorities, and feature design.
Cross-Functional Partner: Collaborate with Product, Marketing, Sales, and Support to continuously optimize the end-to-end customer experience and amplify customer value.
Drive Impact at Scale: Every initiative you build has the potential to reach thousands of customers. Youll play a critical role in making Chargeflow the gold standard in SMB success.
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.
