Director of Customer & Partner Success

About ChargeAfter

ChargeAfter is pioneering the embedded lending network for point-of-sale consumer financing. Our platform connects merchants and financial institutions to a global network of lenders, streamlining the distribution of credit into a single, secure, and reliable embedded lending platform. We are backed by global powerhouse investors such as Visa, Citi Bank, and BBVA, and we are on a mission to democratize credit by making it accessible to every consumer, everywhere they shop.

Why Join ChargeAfter?

• You Grow, We Grow: We prioritize personal and professional development with direct access to co-founders and leadership.
• Impact: Your work directly impacts the success of global financial giants and major retailers.
• Innovation: We don’t care about hierarchy; we care about results. We encourage "far-out" ideas and provide the platform to test them.
• Benefits: Competitive salary, equity options, and a hybrid work environment that values a healthy work-life balance.

The Role

We are looking for We are looking for a client-facing leader who is an active 'builder' within our ecosystem. This is a hands-on role that combines high-level strategy with tactical execution. The Director of Customer & Partner Success will lead and scale our post-sale relationships. You will be the primary driver of growth and retention for our most strategic enterprise merchants and partners.

In this role, you aren’t just "managing" accounts—you are acting as a strategic advisor. You will navigate the complex world of POS financing to help our partners maximize the potential of our multi-lender waterfall, ensuring their customers get approved and our partners see tangible revenue growth. You will bridge the gap between our partners' business needs and our product innovation.

What You’ll Do

• External-facing executive-level relationship management: Own the executive-level relationships with our top-tier merchants and partners, serving as their primary advocate and strategic consultant within ChargeAfter.
• Growth & Upsell Strategy: Drive expansion revenue by identifying opportunities for new product adoption, additional channel integrations (online, in-store, in-home), and optimization of their lending mix.
• Executive Presence & QBRs: Conduct high-impact Quarterly Business Reviews (QBRs) that move beyond "status updates" to provide deep-dive analytics, ROI demonstrations, and strategic roadmaps.
• Financial Stewardship: Manage the department budget and provide accurate forecasting for renewals and expansion revenue.
• Cross-Functional Collaboration: Partner closely with Product and Solutions Engineering to translate partner requests and market opportunities into actionable product requirements.
• Escalation & Problem Solving: Act as the ultimate "fixer" for complex account issues, navigating technical and business roadblocks with a solution-oriented mindset.
• Team Leadership: Mentor and manage a high-performing team, fostering a culture of excellence, accountability, and "fearless innovation."
• Data-Driven Insights: Leverage our BI tools to monitor partner performance, analyze application approval rates, and provide actionable insights to improve the merchant’s bottom line.

REQUIREMENTS

Who You Are

• Fintech Veteran: 8+ years of experience in External-Facing Customer Success or Strategic Account Management within the Fintech or SaaS space
• Merchant Specialist: You understand the retail and merchant ecosystem, including e-commerce workflows and in-store sales dynamics.
• Analytically Minded: You are comfortable with complex data. You don’t just report numbers; you tell a story with them that leads to better business decisions.
• Proven Leader: You have experience managing teams and are skilled at coaching individuals to hit their KPIs while maintaining high morale.
• Strategic Bridge-Builder: You can speak "Business" to a CEO and "Technical" to a Product Manager, ensuring nothing is lost in translation.
• Proactive & Accountable: You don’t wait for a problem to arise. You anticipate roadblocks and take full ownership of the solution.

Requirements

• Proven track record in a high-growth startup/tech environment
•  Experience working directly with Merchants and Retailers is a must
•  Bachelor’s degree in Business, Finance, or a related field (MBA is a plus).
• Proven track record of managing $MM portfolios and hitting growth/retention targets.
• Experience in a high-growth startup environment (we move fast, and we love it)/ or retails credit manager
• Deep understanding of the lending lifecycle, credit tiers (prime/sub-prime), and payment integrations.

NYC Posting

In accordance with New York City Local Law 32, the expected salary for this role is between $140,000–$170,000. This role may be eligible for bonuses and/or stock options. Final compensation will depend on skills, experience, and organizational need.