Note: The job is a remote job and is open to candidates in USA. Shopmonkey is the leading auto-repair shop software company, and they are seeking an Enterprise Customer Success Manager to lead customer engagement and growth initiatives. The role involves building relationships with corporate customers and cross-functional teams to ensure customer success and drive product adoption.
Responsibilities
- Develop relationships with strategic customers, understand how their shops run, and what makes their business successful
- Manage and check in proactively on a regular cadence to ensure customers maintain high NPS, are engaged, and have a high adoption of Shopmonkey’s offerings
- Using Data to Drive depth within your book of business, make strategic recommendations, and a cadence of QBRs
- Become a trusted advisor and advocate for customers’ stakeholders and executives
- Managing the payments/billing and administration side of your Book of Business
- Partnering with Commercial leaders to drive value-add upsells, cross-sells, and successful renewals for both growth and maintaining NRR
- Remove adoption roadblocks by understanding challenges and recommending solutions, driving product value and stickiness
- Become the voice of the customer, and represent customer use cases internally
- Travel to customer location(s) for meetings with stakeholders and attend events/trade shows, as required
Skills
- Have 4+ years of experience in a Customer Success Or Customer Experience role within SaaS
- Ability to project manage and execute tasks at an executive level
- Team player willing to pick up and help others achieve shared goals
- Ability to use Success and Revenue tooling (i.e., Salesforce, Tableau, etc)
- Have a high EQ and demonstrable empathy. You are relentlessly customer-focused
- Adapt while in an ever-growing team and customer base
- Data-driven decision maker and results
- Balance between thinking strategically with exceptional attention to detail and execution
- Are self-directed, highly motivated to succeed, and maintain an 'always learning' posture
- Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and fast-paced changes
- Automotive Industry Experience is a Plus
Benefits
- $20 phone/internet monthly reimbursements
- Virtual activities and in-person meet-ups
- Laptop and super rad swag provided
- Unique opportunity: This is the *best* form of hybrid! All teams get to travel and meet up for collaboration at least once/year.
- 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 - take the time off you need!
- Matching donations for approved charitable organizations
- Group volunteer efforts
Company Overview