Customer Success Manager

We started Vehlo in 2019 with a simple goal: to be the industry’s favorite provider of repair shop technology. Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We’re out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable.

About the role

As a Customer Success Manager at Vehlo, you’ll act as a trusted advisor to recently signed customers, ensuring they fully adopt and utilize our suite of products to achieve their business goals. You’ll collaborate closely with dealerships, present the platform to audiences of all sizes, analyze data to drive performance, and identify expansion opportunities. Every Veep at Vehlo moves the ball forward—whether for our customers or for each other—so you’ll have the opportunity to make a real impact, grow, and be recognized for your contributions.

Responsibilities

• Collaborate with recently signed customers to understand their needs and goals, becoming their trusted advisor and consultant.
• Present the Vehlo platform to audiences of all sizes, both in-person and virtually.
• Ensure dealerships fully adopt and utilize our suite of products, delivering additional training as needed (onsite or virtual).
• Analyze dealership data to provide insights into performance improvements.
• Monitor health metrics to identify high churn risk (using ChurnZero).
• Assist in preparing scheduled reports and send monthly communications (utilization updates, etc.).
• Maintain daily meaningful contact with customers via email, phone, and text.
• Document customer information, activities, and interactions within SalesForce and ChurnZero.
• Drive expansion and upsell opportunities within assigned accounts.
• Respond to customer inquiries, manage escalations, and facilitate resolutions.
• Provide users with troubleshooting, functionality explanations, and best practices.
• Travel locally (within a 2-hour radius of your home) and out-of-market (1 week per month).
• Build partnerships across multiple departments, connect with all levels of users, and align with each dealership’s goals.

Requirements

• 2+ years of experience in Customer Success, Account Management, Consulting, or a client-facing role (preferably in SaaS, automotive, or technology solutions).
• Proven ability to build and maintain strong customer relationships, acting as a trusted advisor at multiple organizational levels.
• Excellent presentation skills, with the ability to deliver compelling product demonstrations to audiences of all sizes (virtually and in-person).
• Strong analytical skills to interpret dealership or customer data and translate insights into actionable recommendations.
• Proficiency with CRM and customer engagement platforms (e.g., Salesforce, ChurnZero, Gainsight, or similar).
• Exceptional written and verbal communication skills, with a customer-first approach.
• Demonstrated success in identifying expansion opportunities and driving revenue growth through upsells and cross-sells.
• Strong troubleshooting and problem-solving abilities to guide customers through product functionality and best practices.
• Highly organized with strong time-management skills to manage daily customer interactions, reporting, and follow-ups.
• Ability to manage escalations calmly, professionally, and effectively to ensure customer satisfaction.
• Proficiency in Microsoft Word and Excel.
• Willingness to travel locally (within a 2-hour radius) and out-of-market (approximately 1 week per month).
• Valid Driver’s License and Auto Insurance required.

Travel Requirements

• Ability to travel 1 week per month within assigned territory and 3 days per week locally to visit customers.
• Ability to travel as needed, including by air, car, or public transportation.

Benefits

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

Work Environment & Physical Requirements

• This role may be performed in a remote, hybrid, or office-based environment depending on business needs.
• 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 aligned to Central and Mountain time zones.