Customer Success Manager - SMB

Shopmonkey provides cloud-based software for auto-repair shops. The Customer Success Manager serves and guides shop owners in using the platform, leading customer expansion, adoption, engagement, renewal, and churn-mitigation efforts.

Responsibilities:

• Learn all about the Shopmonkey product suite, our customer's journey, and automotive industry
• Empathize with customers, understand their needs and challenges from their POV, recommend and take action on areas where we can help
• Identify areas of the software that our customers are engaging in, drive deeper adoption, up-sell and cross-sell additional products and services
• Ensure customers are engaged and proactively engage in churn mitigation efforts
• Monitor and evaluate the the health of our customer base, ensuring customers renew their subscription on an ongoing basis
• Work cross-functionally with Sales, Support, Product and Implementation teams to ensure clean handoffs and exceptional customer experience
• Maximize the tools available to improve efficiency and reporting, keeping the team on track for growth targets and mitigating churn
• Communicate thoughtful, customized solutions that help customers move forward and grow their business
• Visit customers and attend events/trade shows as required

Requirements:

• Have a clear, professional, friendly and informative communication style
• Have a deep sense of empathy and experience in a customer-facing roles
• Enjoy creative problem solving, being resourceful, and experiencing new and different challenges everyday
• Show a passion for SaaS B2B, are life-long learners, and highly motivated to excel
• Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and seizing opportunity
• Adapt quickly to changing priorities and evolving customer needs
• Experience managing customers at various life cycle stages
• Experience supporting SAAS products
• Experience being a "product expert" and guiding customers on best practices
• Bachelor's degree preferred
• Experience using tools such as Salesforce, Intercom, Totango, Pendo is a plus
• As a nice plus, truly appreciate cars and/or are familiar with the automotive industry