Customer Success Manager, Fraud & Disputes

Responsibilities

• Monitor and mitigate risk by identifying churn signals, integration gaps, and potential Card Brand Monitoring Program (CBMP) risks to proactively initiate optimization conversations.
• Drive value and adoption by educating users on fraud and disputes products, driving adoption of high-value features, and identifying upsell opportunities.
• Partner cross-functionally with account executives, technical account managers, ProServ, AEPs, Product, Support, and Data Science to support trials, conversions, and joint enablement.
• Act as the voice of the customer by routing product feedback, representing user needs in roadmap discussions, and flagging systemic integration issues.
• Provide operational leadership by owning reporting and performance metrics, leading internal training, and participating in key customer business reviews (QBRs/EBCs).

Requirements

• 5+ years of enterprise relationship management or consulting, with 2+ years embedded in payments fraud, risk management, or disputes at a payments company, bank, or fintech.
• Proven experience with fraud prevention, chargeback management, and risk operations, including familiarity with fraud patterns, friendly fraud, first-party misuse, and dispute representment.
• Hands-on experience with machine learning-based fraud tools, rule-based fraud engines, or dispute management platforms.
• Experience presenting fraud and risk performance data to and influencing senior stakeholders across risk, finance, and operations functions.
• Ability to manage a complex book of business, balancing multiple merchant fraud investigations, dispute escalations, and performance reviews simultaneously.
• Ability to navigate data and people to find answers, including interpreting fraud dashboards, dispute analytics, and authorization rate metrics.

Preferred Qualifications

• Deep fraud and payments risk domain expertise with strong cross-functional instincts.
• Familiarity with Stripe Radar is a strong plus.