Customer Success Manager – Home Improvement

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and cultivate relationships with executive-level stakeholders at enterprise merchants following the initial sales process.

• Take ownership of net revenue retention (NRR), gross retention, and overall account performance.

• Ensure B2B enterprise merchants effectively onboard, adopt, and scale using the ChargeAfter platform.

• Identify and implement expansion opportunities to enhance transaction volume, user adoption, and revenue impact.

• Provide guidance to Home Improvement merchants on integrating POS financing within online, in-app, associate-led tablet, and pro-desk workflows.

• Coordinate with Product, Engineering, Delivery, Support, and other internal teams to address and resolve obstacles.

• Act as an escalation point for intricate account-related issues.

• Collaborate with Tier 2 Support on escalations and ensure timely responsiveness.

• Maintain high-quality communication with merchant stakeholders.

• Represent the voice of the customer within the organization.

• Prepare for and lead Quarterly Business Reviews (QBRs) and customer update meetings.

• Contribute to the development of repeatable B2B SaaS customer success processes, playbooks, health-scoring systems, and engagement models.

⛳️ Requirements

• A minimum of 5 years of experience managing enterprise or strategic accounts in a dynamic B2B SaaS environment.

• Demonstrated success in driving software adoption, product utilization, and achieving high retention rates.

• 2–3 years of experience in Home Improvement Financing or Point-of-Sale Consumer Lending.

• Familiarity with financing dynamics in large hardware stores, furniture/appliance retailers, HVAC, roofing, or window networks.

• Comprehensive understanding of promotional credit terms, multi-lender waterfall structures, credit application processes, approval rates, and funded volume.

• Proven ability to build and sustain relationships with senior stakeholders and executive-level clients.

• Strong ownership mindset and capability to navigate through ambiguity.

• Experience in cross-functional collaboration with Product, Engineering, and operational teams.

• Analytical and data-driven mindset with experience in tracking churn, product usage, NRR, and merchant lending performance.

• Excellent communication, storytelling, and ability to translate data into insights.

• Experience in managing escalations and addressing complex customer issues.

• Comfort with integrations, APIs, or technical platforms.

• A collaborative, proactive, and solutions-oriented approach.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Flexible work arrangements and remote work options.

• Opportunities for professional development and career growth.

• Competitive salary and performance-based bonuses.

• Supportive and inclusive company culture.