Senior Customer Success Manager

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.

What You’ll Do

• Proactive retention management—identifying churn risks,
• Strengthening customer health by reinforcing product value.
• Executing strategies that improve long-term customer outcomes
• Rewards retention
• Revenue retention.
• The Customer Success Manager is directly responsible for protecting recurring revenue across their book of business while driving expansion opportunities through consultative account management.
• This role also supports a portfolio of high-value customers, including multi-shop operators (MSOs) with 2–10 locations, requiring a higher level of strategic partnership
• Manage more complex customer relationships that require strategic oversight across multiple stakeholders, locations, and operational workflows.
• Travel Requirement: less than 5%.

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

Compensation

Compensation is based on experience, knowledge, and skills and represents a good faith estimate in accordance with applicable laws.

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

Additional Information

• Note: This job description is intended to outline the general responsibilities and requirements of the role. It is not an exhaustive list of all duties, tasks, or responsibilities that may be required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.