Implementation & Customer Success Manager, USA

The role

You will own implementation, onboarding and retention for independent collision shops and multi-shop operators with up to 20 locations in the US. You will work with Sales after a shop signs, install and train, and keep shops using Partly daily.

What you will do

• Own implementation and onboarding for new shops, from Sales handoff to first-week parts sourcing through Partly.
• Run shop pilots and convert them into live, retained shops against agreed success criteria.
• Support Sales with technical walkthroughs before signature.
• Drive activation and retention with regular check-ins, usage lifts and early churn detection.
• Be the day-to-day contact for shop owners, estimators and parts managers.
• Visit shops on site to implement, troubleshoot and build relationships.
• Diagnose shop issues and fix what you can, working with Engineering on the rest.
• Bring product feedback to Product with evidence, bug reproduction steps and Linear tickets.
• Find workarounds for shops using current features.
• Build the playbook, health metrics and processes for the US customer team.

Required qualifications

• Account management, customer success or implementation background with B2B customer outcomes (onboarding, adoption, retention), ideally with SMBs or multi-location operators.
• Comfortable walking into a collision or automotive shop and talking shop with owners and technicians.
• Willing to travel regularly, including flights.
• Comfortable installing and troubleshooting software and integrations and explaining problems to engineers.
• Excellent communicator who can explain technical concepts to shop owners and turn conversations into product asks.
• Product thinking: distinguishes wants from needs, spots patterns across customers, and can say "not yet".
• Understands how product teams decide what to build and in what order.
• Builder's instinct: turns manual, repetitive work into repeatable process and creates structure where none exists.
• High ownership, self-directed and comfortable with ambiguity.

Nice to have

• Collision repair or automotive context, including estimating systems, parts procurement, DRP workflows, or time working in or with body shops.
• Founding team experience as an early member of a customer success or implementation team at a scaling B2B SaaS business.
• Having written tickets or bug reports before.

Benefits

• Healthy, catered lunches every workday in the Auckland, Christchurch, London and Austin offices, with snacks and drinks.
• $1,500 annual wellness allowance (or local equivalent) on a Partly-branded card.
• 3 months fully paid parental leave for primary caregivers, plus four days a week at full pay for the first three months back.
• Paid 24/7 parking spot or commuting allowance for those commuting to an office or coworking space at least 4 days a week.
• Annual and sick leave from day one, with no waiting to accrue it.
• Weekly happy hours, monthly lunches, quarterly Season Openers and an annual global offsite.
• Charitable giving top-up of 33% for charities on the GiveWell list.
• Share options (ESOP) with a 4-year vesting schedule and a 1-year cliff.
• Covered travel and accommodation for quarterly Season Openers.
• Relocation allowance for relocating to Partly HQ, from overseas or within the country.

Before you apply

• The posting asks for a background that includes regular US travel, including flights.

About the company

Partly is building repair infrastructure, starting with the automotive market, and its model Interpreter is built to understand repair jobs and resolve damage into purchasable parts. Founded by ex-Rocket Lab engineers, the company raised a $50m Series B led by DST Global.