[Hiring] Senior Customer Success Manager @VEHLO

Role Description

The Senior Customer Success Manager for our Shop-Ware product is responsible for managing and growing a portfolio of post-onboarding automotive repair shops.

• Proactive retention management—identifying churn risks.
• Strengthening customer health by reinforcing product value.
• Executing strategies that improve long-term customer outcomes.
• Revenue retention—responsible for protecting recurring revenue while driving expansion opportunities through consultative account management.
• Support a portfolio of high-value customers, including multi-shop operators (MSOs) with 2–10 locations, requiring a higher level of strategic partnership.
• Manage complex customer relationships that require strategic oversight across multiple stakeholders, locations, and operational workflows.

Travel Requirement: less than 5%.

Duties, responsibilities, and activities may change at any time with or without notice, in accordance with applicable laws.

Qualifications

• 3–5+ years of experience in Account Management, Customer Success, Retention, or SaaS relationship management.
• Proven success managing customer retention, reducing churn, and protecting recurring revenue in a SaaS environment.
• Experience supporting high-value customer relationships and navigating complex account structures.
• Strong consultative communication skills with the ability to influence stakeholders and lead strategic customer conversations.
• Ability to identify customer risk, develop retention strategies, and drive measurable account outcomes.

Requirements

• Familiarity with automotive repair shop operations, MSO workflows, or shop management software strongly preferred.

Benefits

• Medical, dental, vision, and life insurance.
• 401(k) with company match.
• Paid time off and holidays.

Work Environment & Physical Requirements

• Ability to remain in a stationary position (sitting or standing) for extended periods.
• Ability to operate a computer and standard office equipment (e.g., keyboard, mouse, headset).
• Ability to view and interpret information on a computer screen for extended periods.
• Ability to communicate effectively via phone, video, and written communication.
• Ability to participate in virtual meetings with or without reasonable accommodation.

Remote Work Expectations

• Maintain a dedicated, safe, and distraction-free workspace.
• Reliable high-speed internet connection sufficient for video conferencing and job-related systems.
• Ability to maintain productivity in a remote environment.
• Must reside in a state where the company is authorized to employ workers.
• Must be able to work core hours.

Additional Information

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
• Employment may be contingent upon a background check in accordance with applicable laws.