[Hiring] Customer Success Manager @Tekmetric

Role Description

As an SMB Customer Success Manager (CSM), you’ll play a key role in helping hundreds of automotive repair shops succeed with Tekmetric. Working as part of a pooled Customer Success team, you’ll deliver value through digital touchpoints, targeted outreach, and scalable programs that help customers achieve measurable business results.

• Support a shared book of SMB customers through a mix of digital engagement, proactive campaigns, and targeted 1:1 outreach during key points in the customer journey.
• Partner cross functionally with Onboarding, Support, Product, Sales, and Marketing to ensure a seamless customer journey.
• Assist in building processes and assets that enable Tekmetric to scale the Customer Success organization.
• Leverage data and automation to identify customers who need engagement.
• Lead outreach calls, webinars, and group trainings to help customers use Tekmetric more effectively and achieve their business goals.
• Track and monitor all customer issues and requests through resolution, ensuring customers are updated regularly.
• Ability to identify and effectively communicate trends impacting the assigned book of business.
• Represent the voice of your customers in driving product development based on customer issues, requests and feedback.
• Act as the voice of the customer for the SMB segment to ensure we continue to deliver the value our customers expect.

Qualifications

• 2-3 years of B2B SaaS or tech-enabled service experience, preferably in a high-volume, SMB, or digitally scaled Customer Success environment.
• Shop Management System experience (preferred).
• Bachelor's Degree or equivalent experience (preferred).
• Strong ability to build and maintain positive relationships with customers, identifying opportunities for business growth, and resolving customer complaints.
• Effectively solve ad-hoc customer escalations as needed, interacting with Customer Support, Onboarding and Product to see issues through from start to finish.
• Comfort with data-driven tools and automation using systems like CRM, customer success platforms, and marketing automation to guide actions and measure impact.
• Highly organized and systematic, ensuring all issues are managed to completion and leaving things better than they were found.
• Utilize metrics and objective measurements to assess customer success and improvement opportunities.
• Ability to manage time and prioritize across a large customer base, balancing inbound needs with proactive outreach.
• Provide excellent customer experience and be obsessed with providing a positive experience throughout the customer journey.

Benefits

• Enjoy the flexibility of remote work.
• Competitive base salaries that reflect your value.
• Generous Paid Time Off, because we know you do your best work when you're well-rested.
• Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones.
• Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
• Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.
• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
• Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
• Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
• After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
• Support for continuing education - we’re invested in your development.
• A stellar team of coworkers, a really cool office, and lots of fun activities!