Customer Success Manager, Senior (Shop-Ware)

Vehlo; Dallas (TX); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) with company match

Paid time off

Holidays

Job summary

Vehlo is seeking a Senior Customer Success Manager for its Shop-Ware product to manage and grow a portfolio of post-onboarding automotive repair shops. You will retain customers, reduce churn, and drive revenue expansion through strategic, consultative account management.

The role supports high-value customers and multi-shop operators, with a remote, hybrid, or office-based work environment and a travel requirement of less than 5%.

Qualifications

• 3–5+ years in account management, customer success, retention, or SaaS relationships.
• Proven success managing customer retention and protecting recurring revenue.
• Experience supporting high-value customer relationships and navigating complex account structures.
• Strong consultative communication skills to influence stakeholders.
• Ability to identify customer risk and develop retention strategies.
• Familiarity with automotive repair shop operations or MSO workflows (preferred).

Responsibilities

• Proactive retention management—identifying churn risks.
• Strengthening customer health by reinforcing product value.
• Executing strategies to improve long-term customer outcomes.
• Protecting recurring revenue across the book of business.
• Drive expansion opportunities through consultative account management.
• Support portfolio of high-value customers including MSOs with 2–10 locations.
• Travel requirement: less than 5%.

Skills

Account Management

Customer Success

Retention

SaaS Relationship Management

Churn Reduction

Consultative Communication

Stakeholder Management

Strategic Partnerships

Job description

Sr. Customer Success ManagerAbout Vehlo:We started Vehlo in 2019 with a simple goal: to be the industry’s favorite provider of repair shop technology.Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We’re out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable —just ask our over 30,000 customers, who generate more than 50M annual repair orders. At Vehlo, our only purpose is your success, and together, we’re reaching your goals faster than ever.Being a Veep comes with more than a comprehensive benefits package—our biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other.About This Role:The Senior Customer Success Manager for our Shop-Ware product is responsible for managing and growing a portfolio of post-onboarding automotive repair shops.What You’ll Do:Proactive retention management—identifying churn risks,Strengthening customer health by reinforcing product value.Executing strategies that improve long-term customer outcomesRevenue retention. The Customer Success Manager is directly responsible for protecting recurring revenue across their book of business while driving expansion opportunities through consultative account management.This role also supports a portfolio of high-value customers, including multi-shop operators (MSOs) with 2–10 locations, requiring a higher level of strategic partnershipManage more complex customer relationships that require strategic oversight across multiple stakeholders, locations, and operational workflows.Travel Requirement: less than 5%.Duties, responsibilities, and activities may change at any time with or without notice, in accordance with applicable laws.What You'll Bring:3–5+ years of experience in Account Management, Customer Success, Retention, or SaaS relationship management.Proven success managing customer retention, reducing churn, and protecting recurring revenue in a SaaS environment.Experience supporting high-value customer relationships and navigating complex account structures.Strong consultative communication skills with the ability to influence stakeholders and lead strategic customer conversations.Ability to identify customer risk, develop retention strategies, and drive measurable account outcomes.Preferred Qualifications:Familiarity with automotive repair shop operations, MSO workflows, or shop management software strongly preferred.Eligible employees may receive:Medical, dental, vision, and life insurance401(k) with company matchPaid time off and holidaysCompensation is based on experience, knowledge, and skills and represents a good faith estimate in accordance with applicable laws.Work Environment & Physical Requirements:This role may be performed in a remote, hybrid, or office-based environment depending on business needs.Ability to remain in a stationary position (sitting or standing) for extended periodsAbility to operate a computer and standard office equipment (e.g., keyboard, mouse, headset)Ability to view and interpret information on a computer screen for extended periodsAbility to communicate effectively via phone, video, and written communicationAbility to participate in virtual meetings with or without reasonable accommodationRemote Work Expectations:Maintain a dedicated, safe, and distraction-free workspaceReliable high-speed internet connection sufficient for video conferencing and job-related systemsAbility to maintain productivity in a remote environmentMust reside in a state where the company is authorized to employ workersMust be able to work core hoursAdditional Information:Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.Employment may be contingent upon a background check in accordance with applicable laws.Note: This job description is intended to outline the general responsibilities and requirements of the role. It is not an exhaustive list of all duties, tasks, or responsibilities that may be required. Responsibilities and priorities may evolve over time, and the company reserves the right to make changes at any time with or without notice.Vehlo is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Vehlo makes hiring decisions based solely on qualifications, merit, and business needs at the time.