Customer Success Manager, Home Improvement

ChargeAfter provides an embedded lending platform for point-of-sale consumer financing. The Enterprise Customer Success Manager owns the post-sales customer journey for enterprise merchants, especially in the Home Improvement sector, driving onboarding, adoption, growth, and retention while coordinating with internal teams.

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—whether 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

Requirements:

• self-starting, outcome-driven
• deep industry knowledge in consumer lending, specifically within the Home Improvement and retail financing space (including big-box home centers, building materials suppliers, specialty contractors, or large-scale furniture networks)
• 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