Customer Success Manager - SMB

1 day ago
Full-time
Mid Level
Customer and Technical Support
Shopmonkey

Shopmonkey

Shopmonkey provides comprehensive auto repair shop management software that streamlines operations through features such as invoicing, point-of-sale systems, customer relationship management, inventory management, and scheduling, all designed to enhanc...

Automotive
201-500
Founded 2016
$110M raised

Description

  • Build trusted relationships with auto repair shop customers and understand their business needs and challenges.
  • Drive adoption and engagement with Shopmonkey products, features, and value-added services.
  • Identify opportunities to deepen usage and expand accounts through upselling and cross-selling.
  • Proactively mitigate churn, monitor customer health, and support ongoing subscription renewals.
  • Recommend customized solutions and best practices that help customers grow their businesses.
  • Partner with Sales, Support, Product, and Implementation teams to ensure smooth handoffs and a strong customer experience.
  • Use available tools to improve efficiency, reporting, progress toward growth targets, and churn prevention.
  • Maintain expertise in the Shopmonkey product suite, customer journey, and automotive industry.
  • Visit customers and attend industry events or trade shows as needed.

Requirements

  • Experience in a customer-facing role, with strong empathy and professional, clear communication skills.
  • Experience managing customers across various lifecycle stages.
  • Experience supporting SaaS products and serving as a product expert who guides customers on best practices.
  • Ability to identify customer needs, solve problems creatively, and adapt to changing priorities.
  • Interest in B2B SaaS and comfort working in a fast-paced, collaborative startup environment with ambiguity.
  • Bachelor’s degree or related educational background preferred.
  • Experience with Salesforce, Intercom, Totango, or Pendo is preferred.
  • Knowledge of or enthusiasm for cars and the automotive industry is a plus.
  • Ability to travel for customer visits, events, and trade shows as required.

Benefits

  • U.S. base salary range of $60,000–$75,000, plus bonus and equity.
  • Company stock options.
  • Medical, dental, vision, and life insurance beginning the first of the month after hire.
  • Short- and long-term disability coverage and an employee assistance program.
  • Personal health and wellness membership reimbursement.
  • Generous parental leave and 401(k) eligibility upon hire.
  • 11 paid holidays and flexible time off.
  • Charitable donation matching and group volunteer opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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