Customer Success Manager, Shopmonkey
SMB
$60-75k
+ Bonus & Equity
All-in-one auto shop management software
Be an early applicant
All-in-one auto shop management software
201-500 employees
Be an early applicant
$60-75k
+ Bonus & Equity
201-500 employees
Company mission
To modernize the auto repair industry - while giving back to our community.
Role
Who you are
- 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
What the job involves
- 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
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 3,500 shops, and is beginning to scale to personalize its services for bicycle, motorcycle and marine shops. The startup has recently formed a partnership with Affirm, allowing repair shops to offer flexible pay-over-time options and making it easier for customers to manage the cost of maintenance and repairs.
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
- Flexible Scheduling: We promote work/life balance and flexible scheduling.
- Health, Dental, Vision & Wellness: You'll have access to premium health coverage and what you need to lead a healthy lifestyle.
- Compensation: Competitive pay and localized benefits
- Time Off: Enjoy paid holidays and flexible time to vacation, rest, and be refreshed.
- Career Growth: Work on cutting-edge technology to develop & grow your career.
- Community: Social and charity events, regional team building & meetups, happy hours & more.
Company HQ
Morgan Hill, CA
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