Strategic/Enterprise Customer Success Manager

About the role

The Enterprise Customer Success Manager will lead Shopmonkey’s Enterprise customer engagement and growth initiatives. You will play a pivotal role in working with Shopmonkey’s largest customers, ensuring they feel empowered, supported, and thrive in their business while running on our platform. You are responsible for building relationships with corporate customers, franchises, and individual shop staff to drive adoption and engagement with key value-added products and features. You will work closely with cross-functional teams, including Sales, Implementation, Support, RevOps, and Product, to make sure the customer is successful throughout their entire journey with Shopmonkey.

Responsibilities

• Develop relationships with strategic customers, understand how their shops run, and what makes their business successful
• Manage and check in proactively on a regular cadence to ensure customers maintain high NPS, are engaged, and have a high adoption of Shopmonkey’s offerings
• Using Data to Drive depth within your book of business, make strategic recommendations, and a cadence of QBRs
• Become a trusted advisor and advocate for customers’ stakeholders and executives
• Managing the payments/billing and administration side of your Book of Business
• Partnering with Commercial leaders to drive value-add upsells, cross-sells, and successful renewals for both growth and maintaining NRR
• Remove adoption roadblocks by understanding challenges and recommending solutions, driving product value and stickiness
• Become the voice of the customer, and represent customer use cases internally
• Travel to customer location(s) for meetings with stakeholders and attend events/trade shows, as required

Requirements

• Have 4+ years of experience in a Customer Success Or Customer Experience role within SaaS
• Ability to project manage and execute tasks at an executive level
• Team player willing to pick up and help others achieve shared goals
• Ability to use Success and Revenue tooling (i.e., Salesforce, Tableau, etc)
• Have a high EQ and demonstrable empathy. You are relentlessly customer-focused
• Able to adapt while in an ever-growing team and customer base
• Data-driven decision maker and results
• Balance between thinking strategically with exceptional attention to detail and execution
• Are self-directed, highly motivated to succeed, and maintain an “always learning” posture
• Thriving in a dynamic & collaborative startup environment, and are comfortable with ambiguity and fast-paced changes

Qualifications

• The U.S. is the second largest passenger vehicle market with more than 260 million registered passenger vehicles, and the global car repair market is estimated to be worth more than $500B. Shopmonkey aims to change the status quo and enable auto shops to become more efficient and give their customers a more delightful experience.
• Shopmonkey is the leading auto-repair shop software company; it is a cloud-based solution that helps auto-repair shops consolidate tools, save time, and streamline their entire operation onto a simple, easy-to-use platform.
• Headquartered in Silicon Valley and trusted by more than 3,500+ auto shops across the U.S. and Canada, Shopmonkey aims to change the status quo of the car repair market, estimated to be worth more than $500B.
• In 2021 Shopmonkey raised a $75 million Series C, supported by top-tier Silicon Valley venture capital firms Bessemer Venture Partners, Index Ventures, Headline, I2BF, and ICONIQ Growth.
• In 2022, Shopmonkey was named #4 on Forbes' annual ranking of America's Best Startup Employers list (and #1 in Business Products & Software Services). Shopmonkey was once again named as one of America's Best Startup Employers by Forbes in 2023, 2024, and 2026!

Skills

• Strong communication and interpersonal skills
• Ability to build and maintain strong relationships with customers
• Experience with CRM and revenue management tools
• Strong analytical and problem-solving skills
• Ability to work independently and as part of a team

Benefits

Shopmonkey provides a comprehensive benefits package including:

• Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
• Short term and long term disability
• Employee assistance program
• Reimbursement for a personal health and wellness membership
• Generous parental leave
• 401(k) available upon hire

Pay

The range provided is Shopmonkey’s reasonable estimate of the compensation for this role. The actual amount will be based on job-related and non-discriminatory factors such as location, experience, training, skills, and abilities. Consult with your Recruiter during the initial call to determine a more targeted range based on these job-related factors. In addition to this base compensation company stock options and benefits as outlined below are included.

Schedule

Shopmonkey is a fully remote work company. Employees are expected to work standard business hours, but flexibility is encouraged and accommodated where possible.