Note: The job is a remote job and is open to candidates in USA. ChargeAfter is pioneering the embedded lending network for point-of-sale consumer financing for merchants and financial institutions. They are seeking a Customer Success Manager to lead and nurture top-tier client relationships in the Home Improvement sector, focusing on onboarding, growth, and retention. The role involves acting as a strategic advisor, driving product utilization, and collaborating across teams to ensure successful customer outcomes.
Responsibilities
- Establish and nurture executive-level relationships at enterprise merchants following the initial sales process
- Own net revenue retention (NRR), gross retention, and account-level performance, ensuring B2B enterprise merchants successfully onboard, adopt, and scale on the ChargeAfter platform
- Drive merchant growth by identifying and executing expansion opportunities that increase transaction volume, user adoption, and overall revenue impact
- Act as a strategic advisor to Home Improvement merchants, helping them integrate POS financing into their omni-channel sales workflows 6whether online, in-app, via associate-led tablets, or at the pro-desk
- Act as the primary point of coordination across internal teams, proactively identifying and helping resolve blockers to ensure timely execution
- Serve as an escalation point for complex account-related issues, working with internal teams to drive resolution and maintain customer trust
- Partner closely with Tier 2 Support to ensure effective handling of escalations and a high standard of responsiveness
- Ensure consistent, high-quality communication between ChargeAfter and merchant stakeholders
- Represent the voice of the customer internally, providing insights on performance, satisfaction, and opportunities for improvement
- Prepare for and lead QBRs and customer update meetings, delivering clear analysis, insights, and recommendations
- Contribute to building out repeatable B2B SaaS customer success processes, playbooks, health-scoring systems, and engagement models to support rapid scale
- Maintain a customer-first mindset while balancing business objectives and operational realities
Skills
- 5+ years of experience managing enterprise or strategic accounts within a fast-paced B2B SaaS environment, with a proven track record of driving software adoption, product utilization, and high retention rates
- At least 2-3 years of proven experience within the Home Improvement Financing, or Point-of-Sale (POS) Consumer Lending ecosystem—A MUST. This includes direct familiarity with financing dynamics at the retail level (e.g., big-box hardware stores, furniture/appliance retailers) or specialized home services networks (e.g., HVAC, roofing, windows)
- Deep understanding of consumer lending concepts, including promotional credit terms, multi-lender waterfall structures, credit application flows, approval rates, and funded volume
- Proven ability to build and maintain relationships with senior stakeholders and executive-level clients
- Strong ownership mindset with the ability to drive outcomes and navigate ambiguity
- Demonstrated ability to collaborate cross-functionally and drive alignment across Product, Engineering, and operational teams
- An analytical, data-driven mindset with experience tracking classic B2B SaaS KPIs (churn, product usage metrics, NRR) alongside merchant lending performance
- Strong communication and storytelling skills, with the ability to translate data into actionable insights
- Experience managing escalations and navigating complex customer issues
- Comfortable working in environments involving integrations, APIs, or technical platforms (deep technical expertise not required)
- Collaborative team player with a proactive, solutions-oriented approach
Benefits
- This role may be eligible for additional compensation in the form of bonuses and/or stock options.
- Hybrid at our NY office, or fully remote in the Atlanta area.
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