Manager, Scaled Customer Success

Tekmetric

7h•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. The Manager, Customer Success is responsible for supporting a high-volume portfolio of customers while turning data and context into timely, meaningful action. This role focuses on driving adoption, engagement, retention, and expansion through a blend of human connection and AI-enabled workflows. You’ll leverage tools like Vitally AI to prepare the team for conversations, analyze churn risk, personalize outreach, and surface product insights — enabling you to support thousands of customers efficiently without sacrificing quality. Success in this role comes from prioritizing what matters, acting quickly on signals, and delivering consistent value at scale.

Requirements

2+ years of experience directly managing Customer Success
7+ years of total experience in Customer Success, Sales, or related customer-facing roles.
Proven track record of managing team performance metrics (e.g., Churn rate, NRR, NPS/CSAT)
Demonstrated experience in building or refining CS processes, including the implementation of AI tools, CRM workflows, or automation.
Ability to interpret macro-level usage data and engagement signals to forecast health and drive departmental shifts.
Exceptional ability to communicate complex ideas to executive leadership and cross-functional partners.
Proven ability to lead teams through ambiguity and scale operations in a fast-paced, evolving environment.

Nice To Haves

Experience leading scale or pooled Customer Success models
Familiarity with AI copilots or automation tools used in customer engagement and lifecycle management
Background in retention strategy, lifecycle marketing, or product-led growth environments
Comfort building processes and playbooks in evolving, high-growth organizations

Responsibilities

Oversee a team managing a high-volume book of business, ensuring the delivery of proactive, scalable success strategies that drive Customer Results.
Operationalize AI-powered workflows across the team to streamline call preparation, risk detection, and account summaries, ensuring the team spends more time on high-value coaching and less on manual research.
Mentor and lead a team of CSMs to conduct high- value engagements, maintaining a high standard of excellence even with limited preparation windows.
Serve as the primary voice of the customer in leadership discussions with Product, Marketing, and Sales to influence the roadmap based on aggregate team insights and representative feedback.
Design and oversee churn analysis workflows to identify systemic risks. Partner with senior leadership to implement high-level interventions based on aggregate data and trend analysis.
Ensure the team effectively utilizes AI-supported workflows to document and act upon risk indicators, maintaining accountability for intervention plans and value preservation.
Direct the strategy for personalized re-engagement campaigns, ensuring the team's outreach is data-driven, timely, and aligned with company-wide retention goals.
Empower the team to translate complex usage data into actionable narratives, ensuring the "value story" is consistent across all segments of the customer base.
Define and maintain standards for CRM hygiene and account documentation, ensuring data integrity across the entire customer lifecycle.
Lead the "test and learn" culture for the department, refining automation and AI integration to boost team efficiency and measurable customer impact.

Benefits

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.
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!