Shopmonkey Benefits Overview

Leads SMB, mid-market, and enterprise Customer Success teams, driving retention, adoption, expansion, and customer experience. Establishes KPIs and account health metrics, reduces churn, identifies growth opportunities, and develops CSM playbooks. Partners with Sales, Product, Engineering, and Support to improve customer workflows and team performance. The role requires 10+ years of B2B SaaS Customer Success experience and at least five years managing teams.

Manage customer implementations as the primary point of contact, providing support, training, customized solutions, and coordinating deliverables across internal teams. The role requires strong communication, creative problem-solving, project management, multitasking, adaptability, and familiarity with SaaS businesses. Automotive industry knowledge, a related educational background, and Spanish-English bilingual ability are advantageous.

Drive customer expansion revenue by building relationships with auto repair shop owners, managing a sales pipeline, executing SaaS sales strategies, forecasting through CRM, and increasing adoption through upselling and cross-selling Shopmonkey products. The role requires customized solution selling, empathy for customer challenges, adaptability, and effective communication. This is a hybrid position requiring two days weekly in the Marin County, California office.