Description
This position is eligible for remote hiring.
About ChargebackHelp
ChargebackHelp is a fast-growing leader in chargeback prevention and management, delivering innovative, data-driven solutions that help merchants reduce risk, recover revenue, and build resilient businesses. We specialize in supporting merchants in high-risk industries—where effective chargeback management is critical to long-term success. As we continue to scale, we’re looking for passionate team members who are eager to make a tangible impact, drive measurable results, and help shape the future of dispute resolution.
Senior Relationship Manager, EMEA
ChargebackHelp - Europe – Full-Time
Position Overview
We are seeking a proactive, customer-focused and experienced Senior Relationship Manager to join our growing team. In this role, you will be responsible for managing and growing relationships with our highest-value clients, primarily within high-risk industries, building strong relationships and providing strategic, data-driven guidance to reduce chargebacks and improve performance. Your ability to understand each client’s unique business environment and tailor solutions accordingly will be key to driving client satisfaction, retention, and revenue growth.
You will work closely with senior stakeholders, onboarding teams, and technical staff to deliver outstanding service, ensure operational excellence, and identify growth opportunities.
Reporting to the Global Head of Relationship Management, you will play a pivotal role in day-to-day interactions with our Tier 1 clients. Your success will hinge on your ability to deliver high-touch, responsive service and build enduring, trusted relationships. As a master communicator and strategic thinker, you will develop a deep understanding of client needs, leveraging data and performance metrics to optimize their business outcomes. This is a high-demand, high-reward position with significant opportunities for growth as ChargebackHelp continues its global expansion.
This position involves minimal travel, approximately 10-15%, across Europe
Key Responsibilities
- Client Onboarding & Provisioning: Oversee the onboarding process for new clients, collaborating closely with internal teams to ensure swift and seamless platform provisioning and go-live execution.
- Integration Guidance: Work alongside technical teams to guide optimal client integration into our platform, ensuring that client needs are met and expectations exceeded.
- Retention & Satisfaction: Lead new client kickoff calls post-contract execution, set clear expectations, and drive speed to market. Retain clients by delivering high-touch, high-satisfaction service, ensuring long-term engagement and minimizing attrition.
- Cross-Sell Opportunities: Identify opportunities to cross-sell additional products and services, deepening relationships and driving further revenue growth.
- Client Feedback & Strategy: Act as the voice of the client, providing feedback to leadership on client needs and suggesting enhancements to improve the overall customer journey.
- Strategic Discussions: Confidently lead strategic discussions with both end-users and senior leadership within the client base, ensuring alignment and ongoing success.
Qualifications
- Experience: 5+ years of experience in sales or relationship management within the cards and payments industry, with a strong focus on fraud and dispute management. Proven track record of managing high-risk clients in the payments ecosystem, including experience in credit/debit card solutions, transaction processing, and risk mitigation strategies.
- Analytical & Structured: Strong analytical skills and a structured approach, with the ability to assess complex situations and deliver a high degree of client satisfaction.
- Problem-Solving: A proactive problem solver with a positive, can-do attitude, capable of tackling challenges head-on.
- Client-Focused: Passionate about all aspects of Relationship Management, with a customer-centric mindset and a focus on client retention and revenue growth.
- Communication: Excellent communication skills across written, verbal, and digital platforms, capable of fostering strong relationships with clients and internal teams.
- Confidence & Comfort: High level of confidence in leading strategic discussions with both end-users and senior client leaders, ensuring clear communication and alignment on goals.
Desired Qualifications
- Education: Bachelor’s Degree or equivalent experience.
- Tier 1 Client Management: Proven experience managing Tier 1 clients, with a passion for delivering exceptional client outcomes.
- High Risk Expertise: Strong understanding of high risk vertical business models within the payments flow.
- Dispute & Fraud Management: Experience working with dispute and fraud management products, ideally from Verifi and Ethoca.
- Execution-Driven: Strong follow-through with a results-driven mindset and excellent problem-solving skills.
- Team-Oriented: A collaborative team player focused on collective success.
- Industry Passion: Deep interest in transforming the chargeback and disputes ecosystem.
- Organizational Excellence: Exceptional organizational skills, attention to detail, and a mastery of English, with a focus on delivering customer-centric solutions.
- Motivator & Driver: Dedicated to the success of your clients, serving as a key motivator and driver of their growth.
This position is eligible for remote hiring.