Technical Onboarding & Implementation Manager

Description

Who We're Looking For - The Dream Maker

We’re looking for a hands-on Technical Onboarding & 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.

Requirements

What You Bring

• 3+ years in a technical customer-facing SaaS role - Implementation, Integrations, Solutions Engineering, Technical Account Management, or Technical Onboarding - Must
• Proven experience managing Enterprise or strategic customer implementations from kickoff through successful go-live or activation - Must
• Strong project-management skills and the ability to manage multiple implementations with different timelines, stakeholders, and dependencies - Must
• Excellent customer-facing communication, presentation, and relationship-management skills - Must
• The confidence to lead conversations with both operational and executive stakeholders.
• Hands-on experience with API-based integrations: you've personally troubleshot integration issues, worked with APIs, webhooks and data flows, and can explain what went wrong and how you fixed it - Must
• A proactive approach to identifying risks, resolving blockers, and driving projects through completion.
• Experience collaborating with Sales, Product, Engineering, Support, and Customer Success teams.
• Excellent English, both written and verbal.
• Strong organization, attention to detail, and follow-through.
• An ownership-driven mindset and a genuine commitment to delivering an outstanding customer experience.

Nice to Have

• Experience in fintech, payments, fraud, chargebacks, or eCommerce.
• Comfort with tools like Postman, SQL, or log analysis.
• Familiarity with payment providers such as Stripe, Shopify Payments, PayPal, or Adyen.
• Experience improving or automating customer-onboarding workflows.
• Experience working with both Enterprise and SMB customers in a high-growth SaaS environment.

How We Work

We move quickly, collaborate across teams, and expect people to take ownership from problem to resolution. Successful onboarding at Chargeflow requires both strong customer leadership and the willingness to get into the details when an integration, process, or timeline gets stuck.

We care about creating a polished customer experience, but we also look beyond each individual implementation to understand how onboarding can become faster, clearer, and more scalable.