[Hiring] Customer Success Manager @ChargeAfter

Role Description

We are seeking a self-starting, outcome-driven Enterprise Customer Success Manager to lead and nurture our top-tier client relationships, with a strong focus on our growing Home Improvement sector. This individual will own the end-to-end customer journey post-sales: from successful onboarding and go-live to long-term growth and retention. As a strategic advisor to your merchants, your goal is to maximize product utilization, drive feature engagement, and ensure clients realize the full business value of the ChargeAfter platform.

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 networks). You will represent ChargeAfter at a senior executive level, balancing relationship management with operational execution, while partnering closely with internal teams across Product, Engineering, Delivery, and Support to drive successful outcomes.

Location: Fully remote in the Atlanta area.

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.

Qualifications

• 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.
• 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.