Customer Success Manager

About ChargeAfter

ChargeAfter is building an embedded lending network that helps merchants and financial institutions offer consumer financing at the point of sale. Using a network of lenders together with a data-driven matching engine, the platform simplifies how credit is delivered through a secure, scalable embedded lending solution. Merchants can deploy it across online, in-store, and other sales channels to give customers tailored financing options.

About the Role

ChargeAfter is looking for an experienced, self-directed Enterprise Customer Success Manager to support and grow key merchant relationships, especially in the Home Improvement segment. This role covers the full post-sale journey, including onboarding, launch, adoption, expansion, and long-term retention. You will serve as a strategic partner to merchants, helping them gain maximum value from the platform while working closely with internal Product, Engineering, Delivery, and Support teams.

The position is based in a hybrid setup at the New York office, or can be fully remote for candidates in the Atlanta area.

What You'll Do

• Build and maintain executive-level relationships with enterprise merchants after the sale is completed.
• Own key account outcomes such as net revenue retention, gross retention, and overall merchant performance.
• Support successful onboarding, product adoption, and platform scaling for B2B enterprise clients.
• Identify and pursue growth opportunities that increase transaction volume, product usage, and revenue contribution.
• Guide Home Improvement merchants on integrating point-of-sale financing into omnichannel workflows, including online, in-app, tablet-based associate selling, and pro-desk environments.
• Coordinate across internal teams, remove blockers proactively, and help ensure delivery happens on time.
• Act as the escalation contact for complex account issues and work with internal teams to resolve them while preserving client trust.
• Work closely with Tier 2 Support to manage escalations and uphold responsive service standards.
• Maintain clear, consistent communication between ChargeAfter and merchant stakeholders.
• Bring customer feedback and account insights back into the business as the internal voice of the customer.
• Prepare and lead quarterly business reviews and customer update meetings with analysis, recommendations, and performance insight.
• Help develop scalable customer success processes, playbooks, health scores, and engagement models to support growth.
• Balance customer advocacy with business goals and operational realities.

What We're Looking For

• At least 5 years of experience managing enterprise or strategic accounts in a fast-moving B2B SaaS environment, with a strong record of adoption, usage growth, and retention.
• Minimum 2-3 years of direct experience in Home Improvement Financing or point-of-sale consumer lending; this background is required.
• Strong knowledge of consumer lending, including promotional financing, multi-lender waterfall structures, application flows, approval rates, and funded volume.
• Proven success building trusted relationships with senior leaders and executive stakeholders.
• A high level of ownership and the ability to move work forward in ambiguous situations.
• Strong cross-functional collaboration skills with Product, Engineering, and operational teams.
• Analytical, data-led thinking with experience monitoring SaaS metrics such as churn, usage, and NRR, plus merchant lending performance.
• Excellent communication and presentation abilities, with the skill to turn data into practical recommendations.
• Experience handling escalations and resolving complex customer challenges.
• Comfort working with integrations, APIs, or technical platforms, even without deep engineering expertise.
• Team-oriented, proactive, and focused on finding solutions.

Compensation and Additional Information

For New York City postings, the expected base salary range is $100,000 to $130,000. The role may also include bonus pay and/or stock options.

Applicants must be authorized to work in the United States. Visa sponsorship is not available now or in the future for this position.