Technical Onboarding & Implementation Manager

Description

Technical Onboarding & Implementation Manager

Who We're Looking For - The Dream Maker

We’re looking for a senior, hands-on Technical Onboarding & Implementation Manager to own and scale the onboarding experience across both SMB and Enterprise customers.

You’ll personally lead complex implementations from contract signature through successful activation and first value, while building the workflows, playbooks, and processes that support a scalable onboarding function. This requires the experience and judgment to define how onboarding should work, alongside the technical depth and drive to execute it yourself.

You’ve done this before: independently owned customer implementations, built processes from the ground up, aligned stakeholders, and resolved technical and operational blockers. You’re comfortable taking an open-ended challenge and turning it into a clear plan, a working process, and a successful customer outcome.

This is a senior individual contributor role with full ownership of onboarding delivery and process development from day one. You’re motivated by hands-on work and comfortable operating independently, 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.

The Impact You’ll Have

• Help customers reach activation and first value faster through clear, well-managed implementations.
• Improve onboarding completion rates and remove recurring technical and operational blockers.
• Build a repeatable, measurable onboarding operation that can support growing customer volume and a future team.

What You’ll Own

End-to-End Implementation

• Independently own Enterprise onboarding from contract signature and requirements discovery through implementation, activation, and handoff to Customer Success.
• Serve as the primary customer point of contact, leading conversations with operational, technical, and executive stakeholders.
• Define implementation scope, success criteria, plans, timelines, and responsibilities. Manage risks and dependencies, and drive every project through completion.
• Manage multiple implementations simultaneously, including complex SMB customers who need additional technical guidance.

Hands-On Technical Delivery

• Personally investigate and troubleshoot API integrations, webhooks, data flows, and configuration issues.
• Own integration blockers through resolution, involving Engineering when needed with clear findings, context, and requirements.
• Work directly with customers and internal teams to validate integrations and ensure readiness for activation.

Building Workflows & Processes

• Design, implement, and continuously improve onboarding workflows, playbooks, documentation, and customer communications, building from scratch where needed.
• Establish clear onboarding stages, completion criteria, ownership, escalation paths, and cross-functional handoffs.
• Put processes into practice yourself, use them in live implementations, and refine them based on customer outcomes and delivery experience.
• Define and own onboarding KPIs, including completion rates, time to activation, and time to value.
• Monitor active accounts, identify stalled implementations, and proactively drive customers toward completion.
• Introduce automation and reporting to reduce manual work and improve visibility into progress, risks, and capacity.
• As the function grows, help define hiring needs, build the team, and develop its capabilities and delivery standards.

Cross-Functional Collaboration & Domain Expertise

• Partner closely with Sales, Customer Success, Product, Engineering, and Support to align expectations and resolve implementation challenges.
• Translate recurring customer friction into actionable product and process improvements.
• Develop expertise across Chargeflow’s payment ecosystem, including Stripe, Shopify Payments, PayPal, Adyen, and other payment providers.
• Guide customers on dispute-management best practices based on their business model, payment setup, and merchant vertical.

Requirements

What You Bring

• Senior technical customer-facing experience: 6+ years in SaaS Implementation, Integrations, Professional Services, Solutions Engineering, Technical Account Management, or Technical Onboarding, with substantial direct ownership of complex customer implementations.
• Proven end-to-end ownership: A track record of independently leading Enterprise or strategic customer implementations from initial requirements through successful go-live and first value.
• Experience building from the ground up: You’ve personally designed and implemented onboarding or implementation workflows, playbooks, operating processes, and success metrics, and can demonstrate how they improved delivery.
• Hands-on technical depth: Practical experience troubleshooting APIs, webhooks, integrations, and data flows. You can explain what you investigated, what went wrong, and how you resolved it.
• Independence and judgment: The ability to create structure, set priorities, make decisions, and drive execution in an evolving environment with limited day-to-day guidance.
• A deliberate commitment to hands-on work: You’re comfortable starting as an individual contributor and personally owning customer meetings, technical investigations, project execution, and process development.
• Team-building experience: Previous experience building and developing onboarding, implementation, or technical customer-facing teams, with an interest in applying that experience as the function grows.
• Strong project management: The ability to manage concurrent implementations with competing timelines, stakeholders, and dependencies.
• Customer leadership and cross-functional influence: Excellent communication and presentation skills, with the ability to build trust, manage expectations, and hold customers and internal stakeholders accountable for progress.
• Excellent English: Strong written and verbal communication.
• Ownership and follow-through: Exceptional organization, attention to detail, and accountability for measurable customer and operational outcomes.

Nice to Have

• Experience in fintech, payments, fraud, chargebacks, or eCommerce.
• Familiarity with payment providers such as Stripe, Shopify Payments, PayPal, or Adyen.
• Experience using tools such as Postman, SQL, or log-analysis platforms.
• Experience implementing onboarding automation and reporting tools.
• Experience supporting 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. This role requires someone who can set direction and deliver the work: lead the customer conversation, investigate an integration issue, build a workflow, and follow through until the customer is live.

You’ll have meaningful ownership of how onboarding operates and be expected to turn your experience into practical processes, consistent execution, and measurable improvements.

If you’re looking for a role where you can bring senior experience, stay hands-on, and build an onboarding function that scales, we’d love to hear from you.