Customer Success Manager

VEHLO•, UT

13d•Remote

About The Position

About Vehlo We started Vehlo in 2019 with a simple goal: to be the industry’s favorite provider of repair shop technology. Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We’re out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable —just ask our over 30,000 customers, who generate more than 50M annual repair orders. At Vehlo, our only purpose is your success, and together, we’re reaching your goals faster than ever. Being a Veep comes with more than a comprehensive benefits package—our biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other. About this role We are looking for a Customer Success Manager to own the post-onboarding customer journey for Shop Boss clients. You will serve as the primary relationship owner for a portfolio of tire dealers and auto repair shops, helping them get measurable value from the Shop Boss platform long after go-live. This is a high-impact, relationship-driven role where you will be responsible for retention, expansion, and overall health of your book of business.

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
Must reside in Pennsylvania or Utah
Must reside in a state where the company is authorized to employ workers
Must be able to work core business hours aligned to time zone or schedule expectations for this role.

Nice To Haves

Experience in the automotive aftermarket, tire, or auto repair industry
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 Shop Boss 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 Shop Boss 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