Senior Manager, Customer Success

5 hours, 9 minutes ago
Full-time
Senior
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
51-250
Founded 2016
$110M raised

Description

  • Lead and mentor a team of Mid-Market and Enterprise Customer Success Managers.
  • Set KPIs, target account health metrics, and team growth objectives.
  • Own Net Retention Rate, reduce logo churn, and identify expansion opportunities with Sales/Account Executives.
  • Collaborate with Sales, Product, and Support leaders to deliver a seamless customer journey.
  • Use data and analytics to monitor team performance, customer health, and engagement strategies.
  • Develop and refine onboarding, account review, risk mitigation, and expansion playbooks.
  • Partner with Product and Engineering to represent the workflow needs of large automotive repair operations.
  • Prepare a 30, 60, 90-day plan for onboarding and team development.

Requirements

  • 5+ years of B2B SaaS Customer Success experience.
  • 2+ years in a people management role overseeing Mid-Market or Enterprise accounts.
  • Proven ability to build, mentor, and scale high-performing teams.
  • Experience using customer health scores, usage metrics, and retention data to manage risk proactively.
  • Strong communication and relationship-building skills.
  • Exceptional verbal, written, and executive presentation skills.
  • Experience in automotive tech, field service management, POS, inventory management, or Vertical SaaS strongly preferred.

Benefits

  • OTE of $150,000 to $180,000 in the U.S.
  • Equity / company stock options.
  • Medical, dental, vision, and life insurance starting the first of the month after hire.
  • Short-term and long-term disability coverage.
  • Employee assistance program.
  • Reimbursement for a personal health and wellness membership.
  • Generous parental leave.
  • 401(k) available upon hire.
  • 11 paid holidays and flexible time off.

Interested in this position?

Apply directly on the company website

Apply Now

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