Customer Success Manager

Speedpoint LLC; Charlotte (NC); Hybrid; USD 85,000 - 100,000; Full time

Benefits offered by this job

Employer-paid medical coverage

Dental & Vision: Available

Growth opportunities; direct access to

Job summary

Speedpoint, a Shop Management Platform, seeks a Customer Success Manager in Charlotte, NC to own long-term customer success after go-live. You’ll drive retention, boost product utilization, and serve as the trusted ongoing contact for shop owners and managers, ensuring value from Speedpoint over time.

You’ll own renewals, monitor usage, and coordinate with Product/Engineering for issues, while maintaining data integrity in Close CRM and delivering proactive client reviews.

Qualifications

• Comfortable owning customer relationships and encouraging product usage.
• Light-technical troubleshooting.
• Strong communicator who can explain complex platform topics in a direct, no-fluff way.
• Efficiency-first mindset — you understand that in the automotive world, time is money.
• Proactive problem solver with a bias for action.
• Organized and accountable — you can manage a full book of business without dropping balls.
• Experience with CRM tools (Close CRM, Salesforce, or HubSpot).

Responsibilities

• Relationship Ownership & Retention: take the hand-off at day 30 and be primary contact for assigned accounts.
• Build durable relationships with shop owners, service managers, and day-to-day users.
• Own retention and renewals; identify churn risk early and act on it.
• Run regular check-ins and business reviews tied to customer goals.
• Product Adoption & Utilization: drive adoption of Daily Workflow and core modules (CRM, quoting, scheduling, payments, reporting).
• Monitor usage data and coach customers toward value.
• Share best practices and tailor features to shop operations.
• Ensure customers realize value they signed up for.
• Support & Issue Resolution: serve as first line of support; triage and escalate issues with context.
• Data Integrity & Reporting: maintain Source of Truth in Close CRM; track portfolio health and renewal dates.

Skills

Relationship ownership

Technical troubleshooting

Strong communication

Efficiency mindset

Proactive problem solving

Organized & accountable

Customer success

CRM proficiency

Tools

Close CRM

Salesforce

HubSpot

Job description

Customer Success Manager

Company: Speedpoint

Department: Customer Success

Reports to: Director of Customer Success

Location: Charlotte, NC

Employment Type: Full-time

Compensation: $85,000-$100,000

About Speedpoint

The performance and specialty automotive industry powers a passionate, high-performing segment of the economy — and it deserves software built with the same purpose and craftsmanship its shops bring to every build. Speedpoint is the Shop Management Platform built by people who love this industry, for the shops that drive it — one system for CRM, quoting, scheduling, payments, and reporting. We're building for a space the rest of tech has overlooked, and we're hiring competitive team members who want to help us win.

The Role

We’re looking for a Customer Success Manager to own the long-term success of Speedpoint customers after they go live. This role picks up where implementation ends — taking the hand-off at day 30, once a shop is live and trained — and becomes the customer’s trusted, ongoing point of contact. You’ll own retention, drive deep product utilization, and resolve issues fast, so that every shop keeps getting more value out of Speedpoint over time. Our customers are busy, hardworking shop owners and managers who value efficiency, clarity, and software that just works. You’ll be the person who keeps it working for them.

What You’ll Do

Relationship Ownership & Retention

Take the hand-off from the Implementation Specialist at day 30 and become the primary point of contact for an assigned book of accounts

Build durable relationships with shop owners, service managers, and day-to-day users

Own retention and renewals across your portfolio; identify churn risk early and act on it

Run regular check-ins and business reviews tied to each customer’s core business goals

Product Adoption & Utilization

Drive adoption of the Speedpoint “Daily Workflow” and core modules — CRM, quoting, scheduling, payments, and reporting

Monitor usage data to spot underutilization and proactively coach customers toward value

Share best practices, workflows, and relevant new features tailored to each shop’s operations

Make sure customers are consistently realizing the value they signed up for

Support & Issue Resolution

Serve as the first line of support for customer questions, issues, and how-to needs

Triage and resolve problems quickly; **escalate** technical issues to Product and Engineering with clear, complete context

Deliver direct, concise help that respects the time-starved nature of shop staff balancing service work with software

Data Integrity & Reporting

Maintain “Source of Truth” accuracy in Close CRM — account health, usage, renewal dates, and notes

Track and report on portfolio health and retention to leadership

Flag risks, trends, and blockers early

What We’re Looking For

Required:

Comfortable owning customer relationships and encouraging product usage

Light-technical troubleshooting

Strong communicator who can explain complex platform topics in a direct, no-fluff way

Efficiency-first mindset — you understand that in the automotive world, time is money

Proactive problem solver with a bias for action

Organized and accountable — you can manage a full book of business without dropping balls

Demonstrates consistent work ethic and ownership

Nice to Have:

Background in customer success, account management, or support in a SaaS environment

Experience with CRM tools (Close CRM, Salesforce, or HubSpot)

Familiarity with payment or telecom dashboards (Finix, Twilio, Stripe, or similar)

Interest in or familiarity with the automotive service industry

Startup experience or comfort in a fast-paced environment

What Success Looks Like

Strong retention and on-time renewals across your portfolio

High, sustained product utilization — customers living in the Speedpoint Daily Workflow every day and utilizing Speedpoint payments

Customers see measurable value and report high satisfaction

Churn risks are caught and addressed before they become cancellations

Clean, current, accurate account data in Close CRM

Continuous improvement in retention, adoption, and customer health over time

Compensation & Benefits

Base Salary: $85,000

Medical: Employer-paid medical coverage

Dental & Vision: Available

Work Environment: Charlotte, NC

Growth: Direct access to leadership and opportunity to grow with a fast-moving company