Customer Success Manager - SMB

Remote - U.S.. Posted 15 days ago

The role

You will lead customer expansion initiatives by building relationships with auto repair shop owners. You will drive product adoption, mitigate churn, and recommend solutions to help customers grow their businesses.

What you will do

Lead customer expansion initiatives
Build relationships with customers
Mitigate churn
Drive adoption and engagement with products and features
Recommend and take action on areas to help customers
Identify areas to up-sell and cross-sell products and services
Monitor and evaluate customer base health
Work cross-functionally with Sales, Support, Product and Implementation teams
Communicate customized solutions to customers
Visit customers and attend events/trade shows as required

Required qualifications

Clear, professional, friendly and informative communication style
Deep sense of empathy and experience in customer-facing roles
Passion for SaaS B2B
Ability to thrive in a dynamic and collaborative startup environment
Ability to adapt quickly to changing priorities and evolving customer needs
Experience managing customers at various life cycle stages
Experience supporting SAAS products
Experience being a product expert and guiding customers on best practices

Nice to have

Bachelor’s degree
Experience using tools such as Salesforce, Intercom, Totango, Pendo
Truly appreciate cars and/or are familiar with the automotive industry

Benefits

Medical, dental, vision, and life insurance
Short term and long term disability
Employee assistance program
Reimbursement for a personal health and wellness membership
Generous parental leave
401(k)
11 paid holidays
Flexible time off
Matching donations for approved charitable organizations
Group volunteer efforts
Company stock options

About the company

Shopmonkey is the leading auto-repair shop software company providing a cloud-based solution to streamline operations. Headquartered in Silicon Valley, it is trusted by more than 3,500 auto shops across the U.S. and Canada.