Customer Success Manager - SMB

As a Customer Success Manager, you have the opportunity to serve, help and guide auto repair shop owners in digitally transforming their businesses with Shopmonkey. In this position, you will lead Shopmonkey’s customer expansion initiatives. You are responsible for building relationships with customers, mitigating churn, building towards expansion, and driving adoption and engagement with key value-add products and features. 

• Learn all about the Shopmonkey product suite, our customer's journey, and automotive industry
• Empathize with customers, understand their needs and challenges from their POV, recommend and take action on areas where we can help
• Identify areas of the software that our customers are engaging in, drive deeper adoption, up-sell and cross-sell additional products and services
• Ensure customers are engaged and proactively engage in churn mitigation efforts
• Monitor and evaluate the the health of our customer base, ensuring customers renew their subscription on an ongoing basis
• Work cross-functionally with Sales, Support, Product and Implementation teams to ensure clean handoffs and exceptional customer experience.
• Maximize the tools available to improve efficiency and reporting, keeping the team on track for growth targets and mitigating churn
• Communicate thoughtful, customized solutions that help customers move forward and grow their business
• Visit customers and attend events/trade shows as required

• Have a clear, professional, friendly and informative communication style
• Have a deep sense of empathy and experience in a customer-facing roles
• Enjoy creative problem solving, being resourceful, and experiencing new and different challenges everyday
• Show a passion for SaaS B2B, are life-long learners, and highly motivated to excel
• Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and seizing opportunity.
• Adapt quickly to changing priorities and evolving customer needs
• Have a related education background (Bachelor’s degree preferred)
• Experience using tools such as Salesforce, Intercom, Totango, Pendo is a plus
• As a nice plus, truly appreciate cars and/or are familiar with the automotive industry
• Experience managing customers at various life cycle stages
• Experience supporting SAAS products
• Experience being a "product expert" and guiding customers on best practices

In the United States the range is typically a salary of $60,000 to $75,000 + bonus + equity + benefits. The range provided is Shopmonkey’s reasonable estimate of the base compensation for this role. The actual amount will be based on job-related and non-discriminatory factors such as location, experience, training, skills, and abilities. Consult with your Recruiter during the initial call to determine a more targeted range based on these job-related factors. In addition to this base compensation company stock options and benefits as outlined below are included.

• 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 

In 2022, Shopmonkey was named #4 on Forbes' annual ranking of America's Best Startup Employers list (and #1 in Business Products & Software Services). Shopmonkey was once again named as one of America's Best Startup Employers by Forbes in 2023, 2024, and 2026!