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Who We're Looking For – The Dream Maker We’re looking for a hands-on Technical Implementation Manager to own and scale the onboarding experience across both SMB and Enterprise customers. This is a highly customer-facing, hands-on technical role. You'll combine technical problem-solving with implementation project management and customer consulting – debugging integrations yourself when they get stuck, while guiding customers from contract signature through successful activation. The role starts as a hands-on individual contributor, with the opportunity to build and lead the onboarding team as the function grows. About Chargeflow Chargeflow is a leading force in fintech innovation, tackling chargeback fraud and the impact it has on online businesses. Born from a deep passion for technology and eCommerce, we’ve developed an AI-driven solution that helps merchants manage credit card disputes, recover lost revenue, and protect their businesses through a unique success-based model. Backed by $49M from Viola Growth, OpenView, Sequoia Capital, and other top-tier global investors, Chargeflow is on a product-led growth journey. We’re a tight-knit team of passionate builders and entrepreneurs, united by our mission to revolutionize eCommerce and protect online businesses from chargeback fraud. What You’ll Own
* Lead onboarding and implementation projects for Enterprise customers from contract signature through activation and first value.
* Own the technical side of each implementation yourself – troubleshoot API and webhook issues, investigate data flows, and resolve integration problems before escalating to Engineering.
* Serve as the primary customer point of contact throughout the implementation journey.
* Build and manage onboarding plans, timelines, milestones, risks, dependencies, and stakeholder communication.
* Lead customer meetings with both operational and executive stakeholders, creating clarity, accountability, and momentum.
* Support complex SMB implementations that require additional guidance or technical assistance.
* Act as an escalation point for onboarding challenges, identifying root causes and coordinating the right teams to remove blockers.
* Proactively monitor progress across active onboarding accounts and drive customers toward completion and activation milestones.
* Reduce onboarding drop-off and improve completion rates, implementation timelines, and time to value.
* Continuously improve onboarding workflows, playbooks, documentation, and customer communications.
* Identify opportunities to automate manual work, increase operational efficiency, and improve visibility into onboarding status and risks.
* Partner closely with Customer Success, Sales, Product, Engineering, and Support to deliver a seamless customer experience.
* Surface recurring implementation challenges and customer friction to internal stakeholders, helping shape product and process improvements.
* Develop expertise across Chargeflow’s payment ecosystem, including Stripe, Shopify Payments, PayPal, Adyen, and other payment providers.
* Help customers understand dispute-management best practices based on their business model, payment setup, and merchant vertical.