Manager, Customer Onboarding

Tekmetric•Houston, TX

10d•Hybrid

About The Position

Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better. Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably. Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. But we’re not just building software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time. Come build with us. Join the journey. Shape the future of auto repair. This role has a 2 days/week onsite requirement in our Houston, TX office

Requirements

Bachelor’s degree in business, Communication, or a related field.
3+ years of experience in customer success, account management, or a related field within the SaaS industry.
Proven track record of managing and improving customer onboarding processes.
Strong leadership skills with experience in managing and motivating teams.
Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and team members.
Proficiency in CRM and project management tools.
Data-driven mindset with a strong analytical approach to problem-solving.
Ability to work in a fast-paced, dynamic environment.

Responsibilities

Lead and manage a team of Customer Onboarding Managers, ensuring a high level of customer service, TTV, and satisfaction.
Develop and implement onboarding processes and strategies that are efficient, scalable, and tailored to different customer segments.
Collaborate with sales, product, customer success and support teams to ensure a cohesive customer journey from initial sale to full product adoption.
Monitor customer feedback and onboarding metrics, using this data to continuously improve the onboarding experience.
Conduct regular training sessions for the onboarding team to keep them updated on product changes and best practices.
Work closely with clients to understand their business needs and tailor the onboarding experience accordingly.
Establish clear communication and project management protocols to ensure timely and successful implementations.
Identify upsell and expansion opportunities during the onboarding process and collaborate with the sales team to capitalize on these opportunities.
Manage customer expectations and address any issues that may arise during the onboarding process.

Benefits

Health & Wellness That Have You Covered: Enjoy the flexibility of remote work
Competitive base salaries that reflect your value.
Generous Paid Time Off, because we know you do your best work when you're well-rested.
Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones.
Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.
Investing in Your Future (and Present): 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
Keep growing with support for continuing education - we’re invested in your development.
Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities!