Customer Success Manager (Mid-Market) at Tekmetric

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Full Time

Start Date

Immediate

Expiry Date

23 Jan, 26

Salary

0.0

Posted On

25 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Relationship Management, Stakeholder Alignment, Data-Driven, Detail-Oriented, Escalation Management, Self-Motivated, Consultative Relationships, Proactive Engagement, Training, Product Adoption, Churn Mitigation, Process Development, Cross-Functional Collaboration, Customer Experience

Industry

Software Development

Description

About Tekmetric Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better. Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably. Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. But we’re not just building software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time. Come build with us. Join the journey. Shape the future of auto repair. What You’ll Do As a Mid-Market Customer Success Manager (CSM), you’ll own relationships across a strategic book of 40–60 multi-location automotive repair businesses, driving value realization, retention, and expansion. You’ll thrive in a fast-paced, high-growth SaaS environment, balancing hands-on account management with structured process development to help scale our Customer Success motion. Own a defined/ named book of 40-60 Mid Market accounts, building long term partnerships and acting as the primary Tekmetric coach and strategic advisor. Drive customer results through proactive engagement and success planning Partner cross functionally with Onboarding, Support, Product, and Sales to ensure a seamless customer journey. Travel to our Multi-Shop Organization (MSO) customers, as needed. Assist in building processes and assets that enable Tekmetric to scale the Customer Success organization. Proactively identify and mitigate churn, seeking assistance internally as needed. Build and cultivate consultative customer relationships with business stakeholders and Onboarding teams to ensure strong product usage and adoption of new product capabilities by customers. Track and monitor all customer issues and requests through resolution, ensuring customers are updated regularly. Ability to identify and effectively communicate trends impacting the assigned book of business Represent the voice of your customers in driving product development based on customer issues, requests and feedback Lead training and enablement sessions with customer champions to increase adoption of new features and products. What You’ll Bring 3-5 years of Industry experience or B2B SaaS experience, ideally in an early-stage high growth organization, personally working with a book of business of 40-100 accounts. Shop Management System experience (preferred) Bachelor's Degree (preferred) Relationship Management: Strong ability to build and maintain positive relationships with customers, identifying opportunities for business growth, and resolving customer complaints. Escalation Management: Effectively solve ad-hoc customer escalations as needed, interacting with Customer Support, Onboarding and Product to see issues through from start to finish. Stakeholder alignment: Ability to assess customers' organizational structure to drive value. Self-motivated: Provide proactive outreach and service to assigned book of business. Detail-oriented: Highly organized and systematic, ensuring all issues are managed to completion and leaving things better than they were found. Data-driven: Utilize metrics and objective measurements to assess customer success and improvement opportunities. Customer Centric: Provide excellent customer experience and be obsessed with providing a positive experience throughout the customer journey. Who You Are Successful candidates will also demonstrate many of the characteristics that our core values represent: Build things that matter: You have a love of building something new or improving on current processes and care about making a positive difference. We’re all entrepreneurs: You love learning new things and are comfortable working in a startup-like, dynamic environment -- moving quickly, even in the face of ambiguity. You are a self-directed leader who can jump in, structure their own work, and figure out how best to execute a plan yourself and with others. At Tekmetric our leaders are all players and coaches. Yes before no: You keep an open mind and are excited about new ideas and helping others actualize their ideas. You are intellectually curious and analytical in a strategic context. We matter to each other: You care about people and see the success of one is success for us all. You are a highly ethical individual with unquestioned integrity and the experience, confidence, and stature to protect confidential information in a growing company. Why You'll Love Working With Us Health & Wellness That Have You Covered: Enjoy the flexibility of remote work Competitive base salaries that reflect your value. Generous Paid Time Off, because we know you do your best work when you're well-rested. Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones. Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families. Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp. Investing in Your Future (and Present): 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you. Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further. Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind. Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best. After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you. Keep growing with support for continuing education - we’re invested in your development. Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities! Tekmetric is an equal opportunity employer. We hire hard working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Responsibilities

As a Mid-Market Customer Success Manager, you will manage relationships with 40-60 multi-location automotive repair businesses, focusing on driving value realization and customer retention. You will also collaborate with various teams to ensure a seamless customer journey and assist in building scalable processes for the Customer Success organization.