Customer Success Manager (Tire Guru)

VEHLO•, UT

53d•Remote

About The Position

This role is focused on driving customer success by building strong relationships with shop owners and key stakeholders, ensuring they realize ongoing value from the Tire Guru platform. The individual proactively monitors customer health, increases product adoption through training and education, advocates for customer needs internally, and collaborates across support, onboarding, marketing, and customer success teams to deliver a seamless customer experience and improve retention.

Requirements

1-3 years of experience in Customer Success, Customer Support or a client-facing SaaS role
Excellent communication skills with the ability to build rapport over phone, video, and email
Self-directed and comfortable working remotely in a fast-moving, high-growth environment
Experience in the automotive aftermarket, tire, or auto repair industry

Nice To Haves

Familiarity with POS software, shop management systems, or e-commerce platforms
Background in a multi-brand or platform company with a portfolio of products
Experience supporting SMB customers who are primary operators of their own businesses
Experience using CRM tools (Salesforce, HubSpot, or similar) and CS platforms (Gainsight, ChurnZero, or similar)

Responsibilities

Build trusted advisor relationships with shop owners, general managers, and key stakeholders
Conduct regular proactive touchpoints to surface needs and demonstrate ROI
Monitor customer health scores and usage signals to proactively identify at-risk accounts and drive intervention plans
Drive feature adoption across the Tire Guru product suite, ensuring customers are leveraging tools that directly impact their business profitability and efficiency
Deliver ongoing training, webinars, and office hours to deepen platform expertise within customer teams
Translate complex product capabilities into clear, actionable guidance for non-technical shop operators
Identify and develop customer references, case studies, and testimonials in partnership with Marketing
Represent the customer’s perspective internally, reinforcing Vehlo commitment to constant, attentive communication
Coordinate with Tire Guru Support to ensure escalations are resolved quickly and customers feel prioritized
Partner with Onboarding to ensure smooth handoffs and a seamless experience from go-live through steady state
Collaborate with other SMS brand CSMs across Vehlo to share best practices and align on the company-wide customer success strategy