Customer Success Manager – Home Improvement

🕒 Agosto 17

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

🦅 Patrocina Visto H1B

Esta empresa já patrocinou vistos H1B no passado.

👻 Score fantasma 46%

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ChargeAfter

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2017

💳 Fintech

🤝 B2B

☁️ SaaS

Fintech • B2B • SaaS

A <ChargeAfter> é uma plataforma de crédito ao consumidor embedded que conecta lojistas e instituições financeiras a uma ampla rede independente de credores, possibilitando financiamentos personalizados no ponto de venda em canais de lojas físicas, atendimento em domicílio, e-commerce e televendas. A plataforma SaaS oferece matching de credores em tempo real (financiamento em waterfall), soluções white label, gestão de pós-venda no back office e analytics para aumentar as aprovações e simplificar o financiamento omnichannel ao consumidor para grandes varejistas de setores como móveis, eletrônicos e materiais de construção.

Descrição

• 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 omni-channel sales workflows. • Coordinate across internal teams and proactively identify and help resolve blockers. • Serve as an escalation point for complex account-related issues and drive resolution. • Partner with Tier 2 Support on escalations and responsiveness. • Ensure high-quality communication between ChargeAfter and merchant stakeholders. • Represent the voice of the customer internally, providing insights on performance, satisfaction, and improvement opportunities. • Prepare for and lead QBRs and customer update meetings with analysis, insights, and recommendations. • Contribute to repeatable B2B SaaS customer success processes, playbooks, health-scoring systems, and engagement models.

🎯 Requisitos

• 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.

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