Implementation & Customer Success Manager, USA

Partly • Austin, TX

4d

About The Position

Partly is hiring its first Implementation & Customer Success Manager in the US to establish the function that helps independent collision shops and multi-shop operators with up to 20 locations succeed after signing. The role owns implementation, onboarding, activation, and retention, working closely with Sales and serving as the day-to-day contact for shop owners, estimators, and parts managers.

The manager takes new customers from Sales handoff through installation, estimating-system integration, team training, and adoption. They run pilots, support pre-signature technical walkthroughs, and help shops reach daily use of Partly. The role involves regular in-person shop visits and travel across the US, diagnosing and resolving issues directly where possible and partnering with Engineering on the rest.

As the product expert in the field, the manager gathers evidence about customer problems, distinguishes individual requests from broader needs, identifies practical workarounds, and communicates useful feedback to Product through clear bug reports and actionable Linear tickets. As the first hire, they will document the playbook, establish processes and customer health, activation, and retention metrics, and help shape the future US customer team.

Requirements

• Experience in account management, customer success, or implementation, with ownership of B2B customer outcomes such as onboarding, adoption, and retention; SMB or multi-location customer experience is desirable.
• Ability to build credibility and communicate effectively in person with owners and technicians in collision or automotive shops.
• Willingness to travel regularly, including by air, and visit shops across the US.
• Technical ability to install and troubleshoot software and integrations and explain issues clearly to engineers.
• Excellent communication skills, including explaining technical concepts to shop owners and turning conversations into clear product feedback.
• Product thinking: ability to distinguish customer wants from needs, investigate the reasons behind requests, identify patterns, and offer alternatives when a requested feature is not available.
• Understanding of how product teams prioritize and build software, and ability to shape feedback accordingly.
• Builder's instinct, including turning manual, repetitive work into repeatable processes and creating structure in an early-stage function.
• High ownership, self-direction, and comfort with ambiguity.

Nice To Haves

• Collision repair or automotive experience, including familiarity with estimating systems, parts procurement, DRP workflows, or working in or with body shops.
• Experience as an early member of a customer success or implementation team at a scaling B2B SaaS company.
• Prior experience writing product tickets or bug reports.

Responsibilities

• Own new-shop implementation and onboarding end to end, including installation, estimating-system integration, training, and getting teams to source parts through Partly in their first week.
• Run shop pilots, track activation against agreed success criteria, and convert pilots into live, retained customers.
• Support Sales before signature with technical walkthroughs and proof that Partly will work in a shop's environment.
• Drive activation and retention through regular check-ins, increased use of important features, early identification of churn risk, and outreach to inactive shops.
• Serve as the day-to-day trusted contact for shop owners, estimators, and parts managers.
• Visit shops in person to implement, troubleshoot, and build customer relationships, including regular travel across the US.
• Diagnose issues with installation, estimating integrations, and shop workflows; resolve issues directly where possible and work with Engineering on others.
• Understand the underlying needs behind customer requests, identify patterns across shops, and provide Product with evidence-backed feedback.
• Find and guide customers toward practical workarounds when existing product capabilities can meet their needs.
• Report bugs with reproducible steps, write actionable Linear tickets, and document who is affected, frequency, business impact, and customer alternatives.
• Build and document the implementation and customer success playbook, establish shop health, activation, and retention tracking, and help shape the future team.

Benefits

• Healthy catered lunches on workdays at the Auckland, Christchurch, London, and Austin offices, with snacks and drinks available.
• $1,500 annual wellness allowance or local equivalent, usable for eligible wellness, health, and family needs.
• Three months of fully paid parental leave for primary caregivers, plus a flexible return-to-work plan at four days per week on full pay for the first three months back.
• Office commute support for those commuting to a Partly office or coworking space at least four days per week: a paid 24/7 parking spot or commuting allowance.
• Annual leave and sick leave available from the first day, without waiting to accrue it; negative leave balances are permitted.
• Charitable donation top-up of 33% for donations to charities on the GiveWell list.
• Share options through an employee share option plan, with a four-year vesting schedule and one-year cliff.
• Relocation allowance and possible relocation cost assistance for those moving to join Partly.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed