Senior Manager, Customer Success

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🔥 0 minutes ago

🏄 California, Texas – Remote

🏄 California – Remote 🤠 Texas – Remote

💵 $150k - $180k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Shopmonkey

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Shopmonkey is a comprehensive shop management software designed to help auto repair and service shops run more efficiently and grow their business. The platform offers a wide range of features including estimates, customer communication, inventory management, workflow organization, team management, reporting, and payment processing. Shopmonkey also includes a marketing suite and integrates with popular tools like QuickBooks and CARFAX. It's a cloud-based, all-in-one solution tailored specifically for various automotive service types such as auto repair, tire shops, quick lube, truck repair, and more. With its user-friendly interface and robust support, Shopmonkey aims to streamline operations and boost profitability for shops of all sizes.

📋 Description

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

🎯 Requirements

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

🏖️ Benefits

• Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date • Short term and long term disability • Employee assistance program • Reimbursement for a personal health and wellness membership • Generous parental leave • 401(k) available upon hire • 11 paid holidays • Flexible time off • Matching donations for approved charitable organizations • Group volunteer efforts • Company stock options • Equity