Customer Success Manager, Senior

About Vehlo: 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 — just ask our over 30,000 customers, who generate more than 50M annual repair orders. At Vehlo, our only purpose is your success, and together, we’re reaching your goals faster than ever.

About the Role

The Senior Customer Success Manager for our Shop-Ware product is responsible for managing and growing a portfolio of post-onboarding automotive repair shops. This role supports a portfolio of high-value customers, including multi-shop operators (MSOs) with 2–10 locations, requiring a higher level of strategic partnership. You will manage more complex customer relationships that require strategic oversight across multiple stakeholders, locations, and operational workflows. Travel requirement: less than 5%.

Responsibilities

• Proactive retention management—identifying churn risks
• Strengthening customer health by reinforcing product value
• Executing strategies that improve long-term customer outcomes
• Revenue retention; directly responsible for protecting recurring revenue across your book of business while driving expansion opportunities through consultative account management

Qualifications

• 3–5+ years of experience in Account Management, Customer Success, Retention, or SaaS relationship management
• Proven success managing customer retention, reducing churn, and protecting recurring revenue in a SaaS environment
• Experience supporting high-value customer relationships and navigating complex account structures
• Strong consultative communication skills with the ability to influence stakeholders and lead strategic customer conversations
• Ability to identify customer risk, develop retention strategies, and drive measurable account outcomes

Preferred Qualifications

• Familiarity with automotive repair shop operations, MSO workflows, or shop management software strongly preferred

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