Customer Success Manager – Home Improvement

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

ChargeAfter

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

💳 Fintech

🤝 B2B

☁️ SaaS

Fintech • B2B • SaaS

<ChargeAfter> is an embedded consumer lending platform that connects merchants and financial institutions to a large independent network of lenders, enabling personalized point-of-sale financing across in-store, in-home, eCommerce, and telesales channels. The SaaS platform offers real-time lender matching (waterfall financing), white‑label solutions, back-office post-sale management, and analytics to boost approvals and streamline omnichannel consumer finance for enterprise merchants in industries like furniture, electronics, and home improvement.

📋 Description

• 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 • Ensure B2B enterprise merchants successfully onboard, adopt, and scale on the ChargeAfter platform • Identify and execute expansion opportunities to increase transaction volume, user adoption, and revenue impact • Advise Home Improvement merchants on integrating POS financing into online, in-app, associate-led tablet, and pro-desk workflows • Coordinate across Product, Engineering, Delivery, Support, and other internal teams to resolve blockers • Serve as an escalation point for complex account-related issues • Partner with Tier 2 Support on escalations and responsiveness • Maintain high-quality communication with merchant stakeholders • Represent the voice of the customer internally • Prepare for and lead QBRs and customer update meetings • Contribute to repeatable B2B SaaS customer success processes, playbooks, health-scoring systems, and engagement models

🎯 Requirements

• 5+ years of experience managing enterprise or strategic accounts in a fast-paced B2B SaaS environment • Proven track record driving software adoption, product utilization, and high retention rates • 2–3 years of experience in Home Improvement Financing or Point-of-Sale Consumer Lending • Familiarity with financing dynamics at big-box hardware stores, furniture/appliance retailers, HVAC, roofing, or windows networks • Deep understanding of promotional credit terms, multi-lender waterfall structures, credit application flows, approval rates, and funded volume • Ability to build and maintain senior stakeholder and executive-level client relationships • Strong ownership mindset and ability to navigate ambiguity • Cross-functional collaboration across Product, Engineering, and operational teams • Analytical, data-driven approach and experience tracking churn, product usage, NRR, and merchant lending performance • Strong communication, storytelling, and data-to-insight skills • Experience managing escalations and complex customer issues • Comfort working with integrations, APIs, or technical platforms • Collaborative, proactive, and solutions-oriented approach