Customer Success Manager, SMB

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist, support, and guide auto repair shop owners in the digital transformation of their businesses using Shopmonkey.

• Spearhead customer expansion efforts.

• Cultivate and maintain customer relationships.

• Reduce churn rates and enhance customer retention.

• Promote adoption and engagement with key value-added products and features.

• Familiarize yourself with the Shopmonkey product suite, customer journey, and the automotive sector.

• Comprehend customer needs and challenges, recommend appropriate solutions, and take decisive action.

• Identify areas of software engagement and encourage deeper adoption.

• Upsell and cross-sell additional products and services.

• Monitor the health of the customer base and ensure continuous subscription renewals.

• Collaborate cross-functionally with Sales, Support, Product, and Implementation teams.

• Utilize available tools to enhance efficiency and reporting.

• Communicate tailored solutions that assist customers in growing their businesses.

• Visit customers and participate in events/trade shows as necessary.

⛳️ Requirements

• Strong, professional, friendly, and informative communication style.

• A profound sense of empathy and experience in customer-facing positions.

• Creative problem-solving skills and resourcefulness.

• Passion for SaaS B2B and a drive to excel.

• Capability to thrive in a fast-paced and collaborative startup environment.

• Comfort with ambiguity and the ability to seize opportunities.

• Quick adaptability to changing priorities and evolving customer needs.

• Relevant educational background (Bachelor’s degree preferred).

• Experience with Salesforce, Intercom, Totango, or Pendo is advantageous.

• An appreciation for cars and/or familiarity with the automotive industry is a bonus.

• Experience managing customers across various lifecycle stages.

• Background in supporting SaaS products.

• Experience serving as a product expert and advising customers on best practices.

• Willingness to visit customers and attend events/trade shows as required.

🏝️ Benefits

• Bonus.

• Equity.

• Company stock options.

• Medical, dental, vision, and life insurance benefits available on the 1st of the month following the hire date.

• 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.

• Flexible time off - take the time off you need!

• Matching donations for approved charitable organizations.

• Group volunteer initiatives.