Customer Success Manager

Customer Success Manager

About 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 60M annual repair orders, and process over $12B in payments volume annually. 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 the Role:

As a Customer Success Manager at Shop-Ware you possess high positive energy and love helping customers. You have experience selling SaaS solutions to small and medium sized businesses. You are well organized and never miss any important milestones. You are a diligent worker, technically savvy, a problem solver, and do whatever it takes to deliver value to businesses. You will make it your priority to positively impact and help our customers while positively representing Shop-Ware. You use your expertise, creativity, and passion to meet our customer needs — and remind them that behind our awesome product are amazing people like you who are the voice of Shop-Ware!

What You’ll Do:

• Work closely with Sales to jump start new customer onboarding

• Onboard customers through a combination of online training tools, training meetings you’ll conduct, and ongoing follow-up of questions during the onboard cycle

• Ensure customer is fully aware of the onboard process and where they are in the process

• Communicate goals and milestones to the customer and ‘push’ them to continue moving forward

• Drive adoption of the customer and their staff

• Set and adhere to go-live dates and ensure everything the customer needs to meet that date happens

• Monitor the health of customers in your onboarding pipeline

• Diligent tracking and measurement of each onboarding customer to ensure they are successful

• Post go-live check-ins, ensure ongoing adoption, and regular check-ins with customers to maintain customer health

• Deliver training through webinar and/or conference calls with key stakeholders

• Measure and understand where the customer is at in terms of their needs to be ready for go-live

• Track bugs, feature requests, other customer needs and escalate as appropriate to Support

• Diligent tracking of your activities so each customer receives the attention they require

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 Bring:

• 2+ years experience in professional services or B2B CS/account management, preferably in SaaS

• Proven ability in organization, project management, time management, and communication skills

• Knowledge of Automotive industry and/or Shop Management System experience preferred

• Technical experience or aptitude in working with SaaS platform configuration and troubleshooting

• Experience with online subscription / SaaS products

• Energetic extroverted personality–you love working with customers and are customer obsessed

• Enthusiasm for troubleshooting issues; excited to learn and use new products/features

• Ability to quickly grasp and succinctly explain technological and business concepts

• Proven track record in managing customer relationships and delivering results

• Ability to stay calm and manage clients even under adverse conditions

• Strong communication skills and technical aptitude

• Diligence and organization in follow-up processes – document all calls/customer interactions in our CRM

Skills and Qualifications:

• Excellent written communication skills

• Hands on experience in customer-facing roles, supporting customers using an Enterprise Software or SaaS Solution

• Prior experience onboarding customers onto SaaS products

• The enthusiasm and patience to handle customer support requests

• Be highly organized in keeping track of your Onboarding pipeline

• An excellent work ethic and attention to detail

• Proven track record of success in a CS role

• 3-5 years of experience in B to B markets supporting customers

• Hands on experience managing customer issues

• College degree or equivalent work experience

• Knowledge of automotive aftermarket repair shops a substantial plus but not required

Eligible employees may receive:

• Medical, dental, vision, and life insurance

• 401(k) with company match

• Paid time off and holidays

• Performance-based incentive compensation

• Flexible hybrid work environment

Compensation 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 periods

• Ability 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 periods

• Ability to communicate effectively via phone, video, and written communication

• Ability to participate in virtual meetings with or without reasonable accommodation

Additional 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.