Customer Success Manager, Home Improvement

ChargeAfter

20d•Remote

About The Position

ChargeAfter is seeking a self-starting, outcome-driven Enterprise Customer Success Manager to lead and nurture top-tier client relationships, with a strong focus on the Home Improvement sector. The role owns the post-sales customer journey, from onboarding and go-live through long-term growth and retention. As a strategic advisor to merchants, the Customer Success Manager will maximize product utilization, drive feature engagement, and help clients realize the full business value of ChargeAfter’s platform. The ideal candidate has deep knowledge of consumer lending, particularly Home Improvement and retail financing, and can represent ChargeAfter at a senior executive level. The role balances relationship management with operational execution and partners closely with Product, Engineering, Delivery, and Support. The position is fully remote in the Atlanta area.

Requirements

At least 5 years of experience managing enterprise or strategic accounts in a fast-paced B2B SaaS environment, with a proven track record of driving software adoption, product utilization, and retention.
At least 2–3 years of proven experience in Home Improvement Financing or the point-of-sale consumer lending ecosystem; this is a must-have.
Familiarity with financing at retail businesses such as big-box hardware stores and furniture or appliance retailers, or specialized home services networks such as HVAC, roofing, or 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 and ability to drive outcomes and navigate ambiguity.
Demonstrated ability to collaborate cross-functionally and align Product, Engineering, and operational teams.
Analytical, data-driven approach and experience tracking B2B SaaS KPIs such as churn, product usage, and NRR, alongside merchant lending performance.
Strong communication and storytelling skills, including the ability to translate data into actionable insights.
Experience managing escalations and navigating complex customer issues.
Comfort working with integrations, APIs, or technical platforms; deep technical expertise is not required.
Collaborative, proactive, and solutions-oriented approach.

Responsibilities

Establish and nurture executive-level relationships with enterprise merchants following the initial sales process.
Own net revenue retention, gross retention, and account-level performance, ensuring enterprise merchants onboard, adopt, and scale on the ChargeAfter platform.
Identify and execute merchant expansion opportunities that increase transaction volume, user adoption, and revenue impact.
Advise Home Improvement merchants on integrating point-of-sale financing into omni-channel sales workflows, including online, in-app, associate-led tablet, and pro-desk experiences.
Coordinate across internal teams, proactively identifying and helping resolve blockers to ensure timely execution.
Serve as an escalation point for complex account-related issues and work with internal teams to resolve them while maintaining customer trust.
Partner with Tier 2 Support to ensure effective escalation handling and a high standard of responsiveness.
Ensure consistent, high-quality communication between ChargeAfter and merchant stakeholders.
Represent the voice of the customer internally, sharing insights on performance, satisfaction, and opportunities for improvement.
Prepare for and lead QBRs and customer update meetings, presenting analysis, insights, and recommendations.
Help develop repeatable B2B SaaS customer success processes, playbooks, health-scoring systems, and engagement models to support growth.
Balance a customer-first mindset with business objectives and operational realities.