Senior Manager, Customer Success
New
S
ShopmonkeyAutomotive SaaS
Remote - California; Remote - TexasFull-TimeManager
SalaryOTE of $150,000 to $180,000 + equity + benefits
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Job Details
- Experience
- 5+ years in B2B SaaS Customer Success, with at least 2+ years in a people management role
- Required Skills
- People ManagementCustomer SuccessAccount ManagementData analytics
Requirements
- 5+ years in B2B SaaS Customer Success.
- At least 2+ years in a people management role overseeing Mid-Market or Enterprise accounts.
- Proven ability to build, mentor, and scale high-performing teams.
- Excellent communication and relationship-building skills.
- Proven ability to leverage customer health scores, usage metrics, and retention data to proactively manage risk.
- Exceptional verbal, written, and executive presentation skills.
- Experience in automotive tech, field service management, POS, inventory management, or Vertical SaaS is strongly preferred.
Responsibilities
- Lead and mentor a team of MM and Enterprise Customer Success Managers (CSMs).
- Establish clear KPIs, target account health metrics, and growth objectives for your team.
- Accountable for driving Net Retention Rate (NRR), reducing logo churn, and identifying expansion opportunities alongside the Sales/Account Executive team.
- Collaborate with Sales leaders, Product Managers, and Support leaders to ensure a seamless customer journey.
- Leverage data and analytics to track team performance, customer health, and engagement strategies.
- Develop and refine CSM playbooks for onboarding, account reviews, risk mitigation, and expansion.
- Partner closely with Product and Engineering teams to voice the unique workflow needs of large automotive repair operations.
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