Director of Customer Success, Shopmonkey
$147-170k
+ Bonus + Equity
More information about location
2 days a week in office (Mill Valley, CA)
All-in-one auto shop management software
Job no longer available
All-in-one auto shop management software
101-200 employees
Job no longer available
$147-170k
+ Bonus + Equity
More information about location
2 days a week in office (Mill Valley, CA)
101-200 employees
Company mission
To provide smart and simple software that runs, understands and grows auto repair shops.
Role
Who you are
- 10+ years of high growth experience, with Customer Success domain expertise a plus
- 5+ years of management experience; potential to grow
- Experience in Vertical SaaS and/or the automotive industry a plus
- Experience in serving both SMB and Enterprise customers
- Can set a firm strategy and plan to outline large scale strategic initiatives with a critical focus on recurring revenue metrics to measure and monitor the success of the Customer Success team
- Outstanding written and verbal communication skills
- Operates with a growth mindset, constantly seeking out and receiving constructive feedback on behalf of themselves and their teams
- Has a sharp analytical mind: All your decisions are data-driven; you ask deep questions and find creative ways to learn at a rapid pace
- Operates with a growth mindset, constantly seeking out and receiving constructive feedback on behalf of themselves and their teamsHas a sharp analytical mind: All your decisions are data-driven; you ask deep questions and find creative ways to learn at a rapid pace
What the job involves
- As Director of Customer Success in the greater Bay area, you will be accountable for leading a Customer Success function which drives adoption, retention, and facilitating expansion opportunities
- You will enable your team to build strong relationships both at scale and 1:1 - from independent auto shops to multinational Enterprises
- Your leadership and innovation will shape the trajectory and cast a vision for the Customer Success Department
- Lead a team of high performing Customer Success Managers who support Shopmonkey customers across all segments (SMB to Enterprise); both amplifying accomplishments and coaching constructively to drive improvements
- Set and deliver on KPIs focused on engagement, retention, team activity, and customer satisfaction
- Serve as a key cross functional partner of the Sales & Marketing, Product & Engineering & Design, Finance, and People teams
- Deliver ongoing strategic plans for Customer Success that map to company and departmental focus areas
- Partner with Finance and the Executive Leadership team to define resource and budget needs
- Build our customer success strategy, including programs, playbooks, and success plans that nurture and expand relationships with end-users and improve customer health
- Define and report on customer account health metrics and effectively communicate how the data will inform the strategy moving forward
- Build and nurture strong relationships with Enterprise customers
- Set processes and develop content that enables Customer Success to serve as the voice of the customer inside Shopmonkey
Our take
The automotive repair industry traditionally requires a lot of paperwork associated with business management, vehicle certificates and other services. These elements are generally managed independently, and the mass of paperwork can become chaotic and difficult to manage.
Shopmonkey provides cloud-based management software specifically designed for auto repair shops. The software consolidates appointment scheduling, inventory and finances into a single digital platform. The aim of this service is to help streamline auto repair workflows and help speed up business growth.
Shopmonkey is trusted by over 4,000 shops, and are beginning to scale to personalize its services for bicycle, motorcycle and marine shops. The startup has recently formed a partnership with the Automotive Training Institute (ATI) to integrate auto repair training services into the platform.
Steph
Company Specialist at Welcome to the Jungle
Insights
-13% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jul 2021
$75m
SERIES C
Aug 2020
$25m
SERIES B
Total funding: $110m
Company benefits
- 🏡Fully Remote Work!
- $1,000 to set up your home office
- Phone/internet monthly reimbursements
- Virtual lunch & learns, classes, committees and activities
- Laptop and super rad swag provided
- Unique opportunity: This is the best form of hybrid! All teams get to travel and meet up multiple times a year for collaboration. Shopmonkey also hosts an annual company-wide get together we call Rally
- 💪🏼 Health & Wellness:
- Medical, dental, vision, and life insurance benefits available from day 1
- Short term and long term disability
- Employee assistance program
- $30 monthly home fitness or gym reimbursements
- Generous parental leave
- 401(k) available upon hire
- ✈️ Time Off:
- 11 Paid Holidays
- 10 scheduled holidays
- 1 floating holiday to observe what is important to you!
- Flexible Time Off - Take the time off you need!
- 🥰 Giving Back:
- Matching donations for approved charitable organizations
- Group volunteer efforts during work time
- 🌟 Personal & Professional Development:
- Active Culture and DEIB co-creation committees that host quarterly events
- Career development opportunities
Company HQ
Morgan Hill, CA
Leadership
Ashot Iskandarian
(CEO)Received an MBA from San Diego State University before joining Financial Engines as a Product Manager. Before founding Shopmonkey, held Product Manager positions at Xactly Corp and Intacct Corporation.
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