Customer Success Manager - SMB New Remote - U.S.

Shopmonkey; United States; Remote; USD 60,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, vision, and life

Short/long-term disability

Employee assistance program

Wellness membership reimbursement

Parental leave

401(k)

11 paid holidays

Flexible time off

Matching donations

Job summary

Shopmonkey is seeking a Customer Success Manager in the United States to guide auto repair shops through digital transformation. You will drive adoption of our product suite, expand relationships, and mitigate churn while aligning with Sales, Support, Product, and Implementation teams to deliver exceptional customer experiences.

The role emphasizes empathy, proactive problem solving, and a customer-centric mindset.

Qualifications

• Experience in customer-facing roles with strong communication skills.
• Familiarity with SaaS business models and customer lifecycle.
• Ability to manage multiple accounts and priorities.
• Proven problem-solving and proactive engagement with customers.

Responsibilities

• Build relationships with customers and drive adoption of Shopmonkey features.
• Mitigate churn and identify expansion opportunities within accounts.
• Collaborate with Sales, Support, Product, and Implementation teams.
• Monitor health of customer base and ensure renewals.

Skills

Customer success

SaaS

Empathy

Account management

Cross-functional collaboration

Education

Bachelor’s degree preferred

Tools

Salesforce

Intercom

Totango

Pendo

Job description

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 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 stock options and benefits as outlined below are included.

Why Shopmonkey?

Shopmonkey has become an amazing environment where employees feel that they are valued as people, and not just worker bees. To ensure that our team thrives, we invest in the following perks (benefits below are mainly for U.S. based, full-time employees.) Other benefits vary upon location outside of the United States, and employment status:

• Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
• Short term and long term disability
• Employee assistance program
• Reimbursement for a personal health and wellness membership
• Generous parental leave
• 401(k) available upon hire
• 11 paid holidays
• Flexible time off - take the time off you need!
• Matching donations for approved charitable organizations

The U.S. is the second largest passenger vehicle market with more than 260 million registered passenger vehicles, and the global car repair market is estimated to be worth more than $500B. Shopmonkey aims to change the status quo and enable auto shops to become more efficient and give their customers a more delightful experience.

About Shopmonkey

Shopmonkey is the leading auto-repair shop software company; it is a cloud-based solution that helps auto-repair shops consolidate tools, save time, and streamline their entire operation onto a simple, easy-to-use platform.

Headquartered in Silicon Valley and trusted by more than 3,500+ auto shops across the U.S. and Canada, Shopmonkey aims to change the status quo of the car repair market, estimated to be worth more than $500B.

In 2021 Shopmonkey raised a $75 million Series C, supported by top-tier Silicon Valley venture capital firms Bessemer Venture Partners, Index Ventures, Headline, I2BF, and ICONIQ Growth.

In 2022, Shopmonkey was named #4 on Forbes' annual ranking of America's Best Startup Employers list (and #1 in Business Products & Software Services). Shopmonkey was once again named as one of America's Best Startup Employers by Forbes in 2023, 2024 , and 2026 !

Shopmonkey is committed to building a diverse and inclusive team. We are looking for team members from all backgrounds that are committed to the Shopmonkey mission.

Shopmonkey provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation 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 [e-mail] .