Manager, Customer Success (SMB & Mid-Market) at Tekmetric

Houston, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

28 Jun, 26

Salary

0.0

Posted On

30 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Management, People Management, Talent Acquisition, Performance Management, Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Coaching, Process Architecture, Voice of Customer (VoC), Sales Alignment, Technical Advocacy, B2B SaaS, CS Platform (Vitally), Time-to-First-Value (TTFV), SMB Management, Mid-Market Management

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. Working the Tekmetric Way At Tekmetric, we’re building a culture where winning matters - not for ego, but because when our customers win, we win together. We move fast, stay curious, and take full ownership of our results — no excuses, no finger-pointing. If you thrive in ambiguity, take initiative, and view honest feedback as fuel for growth, you’ll feel right at home here. We’re direct but respectful, ambitious yet grounded, and collaborative at every level. Everyone leads through impact and is encouraged to speak up, share ideas, and challenge assumptions (even your manager’s). This is a place for builders, not bystanders. Success here takes focus, follow-through, and a willingness to roll up your sleeves — but if you’re driven by meaningful work and real results, it’s deeply rewarding. You’ll join a team that cares about the work, supports one another, and takes smart risks to achieve bold goals. Be yourself, stay mission-focused, and you’ll thrive. If that energizes you, we can’t wait to meet you. At Tekmetric, great work happens anywhere, but great teams are built through intentional connection. We offer hybrid and remote work models based on your proximity to our office hubs. Because we value in-person collaboration, travel is an expected part of every role. We come together several times a year for team and company-wide offsites to align on goals and strengthen relationships. Attendance at these events is expected and fully supported. What You’ll Do As the Manager of Customer Success for our SMB and Mid-Market segments, your primary mission is to build a high-performing engine of Customer Success Managers. You won't just be managing a team; you will be the lead architect of their growth and the guardian of our customer experience. While you may jump in to support critical escalations, your "player" days are focused on leadership-led growth. You will coach your team to move beyond reactive support and into proactive, consultative partnerships. You will bridge the gap between high-volume efficiency (SMB) and strategic relationship management (Mid-Market), ensuring every CSM has the tools, skills, and mindset to drive world-class retention. Leadership & People Development Segmented Coaching: Lead a multi-segment team of CSMs by tailoring coaching styles to the segment: driving high-efficiency tactics for SMB and complex, multi-threaded relationship mapping for Mid-Market. Talent Acquisition: Own the full lifecycle of hiring—attracting, interviewing, and onboarding top-tier CSM talent to stay ahead of company growth. Performance Management: Set clear KPIs and hold the team accountable for Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Customer Results, and Customer Satisfaction. Operational Excellence & Scaling Dual-Motion Strategy: Refine the "high-volume" SMB engine to ensure rapid customer results within the first 6 months, while simultaneously building the "high-touch" playbook for multi-location Mid-Market accounts. Process Architecture: Design and optimize "Success Playbooks," including automated health triggers for SMB and proactive value-delivery frameworks for MM, ensuring we scale without losing the human touch. Data-Driven Voice of Customer: Serve as the primary translator for the customer base; synthesize feedback from thousands of accounts into actionable insights for the Product and Engineering teams to reduce friction. Cross-Functional Partnership Sales Alignment: Partner with Account Executives to ensure a seamless handoff from "Closed-Won" to First Results Technical Advocacy: Work closely with Support and Engineering to unblock technical hurdles that impact the broader SMB/MM segments. What You’ll Bring The Experience: 5+ years in B2B SaaS Customer Success, with at least 2+ years of direct people management experience. Segment Mastery: Proven track record of managing high-velocity motions (100+ accounts per CSM) while simultaneously guiding teams through complex, multi-location Mid-Market renewals. The Coach's Mindset: You have a proven track record of coaching CSMs and leveling them up into high-performers. You take more pride in your team's promotions than your own. Data-Driven Leadership: You are comfortable living in a CS Platform (Vitally) and using data to identify health trends before they become churn problems. SMB/MM Fluency: You understand the unique challenge of managing a large volume of customers and know how to prioritize effort based on ROI and risk. Agility: You can pivot from a high-level strategic meeting about segment retention to a "shadowing" session where you listen to a CSM’s call and provide real-time feedback. Communication: Exceptional ability to translate complex product value into simple, relatable outcomes for business owners and stakeholders. The "First 6 Months" Gameplan: Deep understanding of the Time-to-First-Value (TTFV) framework; you have successfully built onboarding or engagement flows that drive rapid product adoption. 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 primary mission is to build and lead a high-performing engine of Customer Success Managers, coaching them to transition from reactive support to proactive, consultative partnerships across SMB and Mid-Market segments. This involves designing success playbooks, managing performance against retention KPIs, and translating customer feedback into actionable insights for product development.