Customer Success Manager (SMB) 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, Relationship Management, Escalation Management, Stakeholder Alignment, Self-Motivated, Detail-Oriented, Data-Driven, Customer Centric, Shop Management System Experience, B2B SaaS Experience, Consultative Customer Relationships, Training Materials Development, Proactive Outreach, Customer Satisfaction Metrics, Product Adoption, Churn Mitigation

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 one of the initial hires to a new Customer Success team, the Customer Success Manager (CSM) must be both familiar and comfortable with the fast pace of a young, rapidly growing company (doubling YoY revenue this year) as we evolve into the next stage of our business. This role will partner with cross-functional teams such as Onboarding, Support and Product to drive successful launches with customers, properly manage expectations, drive customer outcomes and feature adoption, while managing the overall long-term relationship as their Tekmetric advisor. You will work with a wide range of stakeholders, providing the highest level of service as owner of the partnership, responsible for the customer satisfaction metrics with primary focus on retention. Manage a book of business in assigned customer segment(s). 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. Run and maintain regular cadence calls and Executive Business Reviews (EBR’s) with 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 Build training materials, conduct training and enablement sessions for customer champions, trainers, and end users. What You’ll Bring 3-5 years of Industry experience or B2B SaaS experience, ideally in an early-stage high growth organization, managing a large number of accounts (100+). 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

The Customer Success Manager will manage a book of business, ensuring customer satisfaction and retention while driving successful product adoption. This role involves collaborating with cross-functional teams and maintaining strong relationships with customers.