Customer Success Manager - SMB

The posting, as Shopmonkey wrote it

As a Customer Success Manager, you have the opportunity to serve, help and guide auto repair shop owners in digitally transforming their businesses with Shopmonkey. I n this position, you will lead Shopmonkey’s customer expansion initiatives. You are responsible for building relationships with customers, mitigating churn, building towards expansion, and driving adoption and engagement with key value-add products and features.

You will have the opportunity to

• Learn all about the Shopmonkey product suite, our customer's journey, and automotive industry
• Empathize with customers, understand their needs and challenges from their POV, recommend and take action on areas where we can help
• Identify areas of the software that our customers are engaging in, drive deeper adoption, up-sell and cross-sell additional products and services
• Ensure customers are engaged and proactively engage in churn mitigation efforts
• Monitor and evaluate the the health of our customer base, ensuring customers renew their subscription on an ongoing basis
• Work cross-functionally with Sales, Support, Product and Implementation teams to ensure clean handoffs and exceptional customer experience.
• Maximize the tools available to improve efficiency and reporting, keeping the team on track for growth targets and mitigating churn
• Communicate thoughtful, customized solutions that help customers move forward and grow their business
• Visit customers and attend events/trade shows as required

We are looking for people who

• Have a clear, professional, friendly and informative communication style
• Have a deep sense of empathy and experience in a customer-facing roles
• Enjoy creative problem solving, being resourceful, and experiencing new and different challenges everyday
• Show a passion for SaaS B2B, are life-long learners, and highly motivated to excel
• Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and seizing opportunity.
• Adapt quickly to changing priorities and evolving customer needs
• Have a related education background (Bachelor’s degree preferred)
• Experience using tools such as Salesforce, Intercom, Totango, Pendo is a plus
• As a nice plus, truly appreciate cars and/or are familiar with the automotive industry
• Experience managing customers at various life cycle stages
• Experience supporting SAAS products
• Experience being a "product expert" and guiding customers on best practices

In the United States the range is typically a salary of $60,000 to $75,000 + bonus + equity + benefits. The range provided is Shopmonkey’s reasonable estimate of the base 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 s
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tion and training.

Shopmonkey is committed to the full inclusion of all qualified individuals. In keeping with our our commitment, Shopmonkey will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact our Talent Team at hiring@shopmonkey.io .

Please note: Shopmonkey will never request sensitive information such as your social security number, bank account information, or other non-publicly available information during the application and interview process. If an applicant is extended an offer of employment, such sensitive information will be requested at that time. Shopmonkey will never ask you to receive and ship packages or goods as part of the interview. Other practices to be on alert for:

• Contact initiated via unsolicited text message or cold call. Shopmonkey does not follow up with candidates through instant messaging applications.
• Our Talent Acquisition team only corresponds from email addresses with the domain ‘@Shopmonkey.io’. If a generic email ID ending with Gmail/Yahoo or other domain is used while receiving a job offer or interview call, there is a likelihood of a scammer.
• While some of our jobs can be found on third party job sites, all of our current job opportunities and descriptions are posted on Shopmonkey’s Careers page, or our official LinkedIn Company Page

The U.S. Federal Trade Commission has published helpful articles to help individuals learn more about protecting themselves from recruiting scams and financial fraud . If you believe you were a victim of such a scam, you may contact your local law enforcement agencies. Shopmonkey is not responsible for any claims, liability, losses, damages, or expenses resulting from scammers or impersonators.