Customer Success Manager - SMB

Shopmonkey

6d•$60,000 - $75,000

About The Position

As a Customer Success Manager, you will help auto repair shop owners digitally transform their businesses with Shopmonkey. You will lead customer expansion initiatives by building customer relationships, mitigating churn, developing opportunities for expansion, and driving adoption and engagement with value-add products and features. You will learn the Shopmonkey product suite, customer journey, and automotive industry; understand customers’ needs and challenges; and recommend and implement ways to help them. You will monitor customer health and subscription renewals, work with Sales, Support, Product, and Implementation on customer handoffs and experience, and use available tools to improve efficiency, reporting, and growth-target execution. You will provide customized solutions to help customers grow their businesses and visit customers or attend events and trade shows as required.

Requirements

Clear, professional, friendly, and informative communication style.
Empathy and experience in customer-facing roles.
Creative problem-solving skills, resourcefulness, and willingness to take on new challenges.
Passion for B2B SaaS, lifelong learning, and motivation to excel.
Ability to thrive in a dynamic, collaborative startup environment and work with ambiguity.
Ability to adapt quickly to changing priorities and evolving customer needs.
Experience managing customers at various lifecycle stages.
Experience supporting SaaS products.
Experience serving as a product expert and guiding customers on best practices.

Nice To Haves

Related educational background; a bachelor's degree is preferred.
Experience using tools such as Salesforce, Intercom, Totango, or Pendo.
Appreciation for cars or familiarity with the automotive industry.

Responsibilities

Build relationships with customers and lead customer expansion initiatives.
Mitigate churn and identify opportunities for expansion, upselling, and cross-selling products and services.
Drive customer adoption and engagement with value-add products and features.
Understand customer needs and challenges, and recommend and take action on ways to help.
Monitor and evaluate customer health, and ensure ongoing subscription renewals.
Collaborate with Sales, Support, Product, and Implementation teams to support clean handoffs and an exceptional customer experience.
Use available tools to improve efficiency and reporting, support growth targets, and mitigate churn.
Communicate customized solutions that help customers move forward and grow their businesses.
Visit customers and attend events or trade shows as required.

Benefits

Medical, dental, vision, and life insurance, available on the first of the month following the hire date for U.S.-based full-time employees.
Short-term and long-term disability.
Employee assistance program.
Reimbursement for a personal health and wellness membership.
Generous parental leave.
401(k) available upon hire.
11 paid holidays.
Flexible time off.
Matching donations for approved charitable organizations.
Group volunteer efforts.
Company stock options.
Bonus.