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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.

Own and scale Shopmonkey’s enterprise account-based marketing program through tiered campaigns, channel strategy, personalized content, target-account data, scoring, and measurement. Coordinate Sales, Revenue Operations, Marketing, and vendors across multiple workstreams. Track account engagement, pipeline influence, and ROI while creating executive dashboards and recurring performance readouts. The role targets multi-shop operators and multi-location auto service businesses and requires strong B2B marketing, analytics, project management, and cross-functional communication skills.

This is a general application for future employment opportunities at Shopmonkey. Applicants should describe their potential fit for the company.

Provides high-volume phone, email, and chat support to auto repair shop customers using the Shopmonkey platform. Responsibilities include resolving inquiries and complaints, educating customers, documenting interactions, managing support queues, escalating complex concerns, analyzing customer feedback, and identifying process improvements. The hybrid role requires strong communication, creative problem-solving, adaptability, and relationship-building in a dynamic startup environment.

The Sales Development Representative identifies and sources new sales opportunities, schedules product demonstrations, and assists the Account Executive team while meeting daily KPIs and quotas.

Drive adoption of Shopmonkey Payments by prospecting into existing customers, developing and executing growth plans, performing rate analysis, selling card reader terminals, managing CRM, providing onboarding/support, and meeting monthly quotas and KPIs.