Customer Success Manager - SMB

Role overview

This customer success role helps small and medium-sized auto repair businesses adopt software that supports their day-to-day operations. You will guide customers through their lifecycle, deepen engagement with useful features, and lead efforts to retain and grow accounts. The work calls for empathy, clear communication, and comfort adapting as customer needs and priorities change.

Responsibilities

- Learn the software offering, customer journey, and auto repair business context to provide relevant guidance. - Understand each customer’s needs and challenges, then recommend practical ways to move their business forward. - Review product engagement and encourage adoption of relevant features, products, or services. - Monitor customer health, support renewals, and take proactive steps to reduce churn. - Identify opportunities to expand customer relationships through additional products or services. - Coordinate with sales, support, product, and implementation colleagues to provide smooth handoffs and a strong customer experience. - Use available tools to improve reporting and efficiency, and visit customers or attend industry events when needed.

Requirements

- Experience in customer-facing work and communicating in a clear, professional, friendly, and informative way. - Experience supporting SaaS products, managing customers at different lifecycle stages, and guiding users as a product expert. - Empathy, resourcefulness, and creative problem-solving skills. - Ability to adapt to changing priorities and customer needs, and to work collaboratively in a dynamic environment. - Motivation to learn and contribute to a business-to-business software team.

Nice to have

- A related bachelor's degree. - Familiarity with customer relationship, support, or product engagement tools such as Salesforce, Intercom, Totango, or Pendo. - Interest in cars or experience in the automotive industry.

Benefits and work setup

The typical U.S. base salary range is $60,000–$75,000, with bonus, equity, and benefits. Benefits for U.S.-based full-time employees include medical, dental, vision, and life coverage; disability coverage; an employee assistance program; wellness reimbursement; parental leave; and a retirement plan. Paid time off includes 11 holidays and flexible time off. Travel to customers and events may be required.