Description

We are seeking a self-starting, outcome-driven Customer Success Manager to lead and nurture our enterprise-level client relationships, with a strong focus on our growing Home Improvement sector.

This individual will be responsible for the end-to-end customer journey post-sales: from successful onboarding and go-live to long-term growth and retention. A key focus of this role is maximizing product utilization; you will act as a strategic advisor to your merchants, driving adoption, feature engagement, and ensuring they realize the full business value of the ChargeAfter platform.

As the Customer Success Manager, you will play a critical role within the ChargeAfter Customer Success team, focused on maximizing customer value by driving adoption, performance, and long-term growth across a portfolio of enterprise and mid-market merchants.

With a strong focus on both relationship management and execution, the Customer Success Manager will be responsible for building and nurturing executive-level relationships, understanding each merchant's business and performance drivers, and ensuring they successfully onboard, adopt, and scale on the ChargeAfter platform. A The ideal candidate brings 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 and appliance networks), enabling them to speak the client's language and drive measurable growth.We are looking for an experienced individual who thrives in dynamic environments and can balance relationship management with operational execution. You will represent ChargeAfter at a senior level to merchants while partnering closely with internal teams across Product, Engineering, Delivery, and Support to drive successful outcomes.

Responsibilities

You will:

• 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

• 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.

NYC Posting: In accordance with New York City Local Law 32, the expected salary for this role is between $100,000-$130,000. This role may be eligible for additional compensation in the form of bonuses and/or stock options.

Candidates must be authorized to work in the U.S. Please note that we do not offer visa sponsorship now or in the future for this position