Manager, Customer Success & Implementation

Repairify

1d•Onsite

About The Position

The Customer Success & Implementation Manager (CSIM) owns the complete customer journey from post-sale handoff through long-term adoption and retention. This is a technically fluent, relationship-driven role that blends software implementation expertise with strategic account management. The CSIM ensures every customer is successfully onboarded, deeply engaged with the platform(s), and continually recognizing measurable value from their investment in any company product.The CSIM configures cloud-based software to client specifications and leads executive business reviews. The CSIM is proactive advocates for the customer inside our organization and trusted advisors to the customer’s team, turning new accounts into long-term partners.

Requirements

3+ years of experience in Customer Success, Account Management, SaaS implementation, Auto dealerships, auto reconditioning process/centers, or a comparable client-facing role, preferably within Automotive.
Experience in the automotive repair, reconditioning, collision, or mechanical industry
Demonstrated ability to manage technical implementations from kickoff through go-live
Strong technical aptitude with the ability to troubleshoot functional issues independently
Exceptional written and verbal communication skills with the ability to engage effectively at both the end-user and executive level
Proven track record of owning retention and expansion metrics in a SaaS environment
Strong project management skills with the ability to manage multiple concurrent implementations and customer accounts
High School Diploma or equivalent

Nice To Haves

Bachelor’s degree
Background in technical support, QA, or software configuration
Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
Experience using CRM platforms (Salesforce, HubSpot, or equivalent) for pipeline management, customer health tracking, and reporting
Familiarity with customer success platforms
Experience building or refining CS processes, playbooks, or onboarding programs in a scaling SaaS environment

Responsibilities

Serve as the primary point of contact from signed contract through full go-live, ensuring a structured and on-time deployment
Configure and deploy cloud-based software applications to client specifications, including system setup, integrations, and workflow customization
Gather requirements from stakeholders, document client workflows, and translate business needs into effective software configurations
Develop and maintain detailed implementation documentation including configuration guides, process maps, and training materials
Deliver end-user and administrator training tailored to each client’s team and technical proficiency
Diagnose and resolve technical issues related to setup, integrations, and software functionality during the implementation phase
Coordinate cross-functionally with Sales, Product, and Engineering to ensure a seamless handoff and accurate expectation-setting
Monitor product usage and adoption metrics post-launch; proactively identify and address underutilization or gaps in training
Conduct regular check-ins and business reviews to assess customer progress against stated goals
Provide consultative guidance to help customers optimize their use of the platform and adapt to evolving business needs
Serve as the escalated point of contact for complex customer issues, coordinating resolution across internal teams
Communicate customer feedback, feature requests, and recurring pain points to Product and Development teams as the voice of the customer
Own net retention targets for your assigned customer portfolio; proactively manage at-risk accounts and execute tailored save strategies
Build and maintain trusted relationships with key stakeholders and executive sponsors at each customer account
Identify and develop upsell and cross-sell opportunities that are grounded in demonstrated customer value, not quota pressure Repairify, Inc
Maintain and update customer health scores, account plans, and risk flags in CRM with accuracy and discipline
Deliver compelling business reviews that connect platform outcomes to the customer’s strategic priorities
Develop talk tracks, playbooks, and process templates that enable consistent and scalable customer success motion
Collaborate with Sales and Marketing to support renewals, case studies, and customer advocacy initiatives
Maintain deep product knowledge across all company offerings and serve as an internal subject matter expert
Optimize and document internal processes, ensuring consistency and scalability across the team
Keep leadership informed of customer status, health trends, and portfolio-level risks through regular reporting
Act as a brand ambassador, representing values and commitment to customer outcomes in every interaction