Strategic Customer Success Manager

Austin, TX, United States

The Strategic Customer Success Manager will lead Shopmonkey's Strategic customer engagement and growth initiatives. You will play a pivotal role in working with Shopmonkey's largest customers, ensuring they feel empowered, supported, and thrive in their business while running on our platform. You are responsible for building relationships with corporate customers, franchises, and individual shop staff to drive adoption and engagement with key value-added products and features. Please note: this is a hybrid role with in-office requirement 2-3 days week in our Cedar Park, Texas office, or Mill Valley, California WeWork (for California-based applicants)

You will work closely with cross-functional teams, including sales, implementation, support, and product to make sure the customer is successful throughout their entire journey with Shopmonkey.

What you will do:

Develop relationships with strategic customers, understand how their shops run, and what makes their business successful

Manage and check-in proactively on a regular cadence to ensure customers maintain high NPS, are engaged, and have a high adoption of Shopmonkey's offerings

Drive depth within your book of business, make strategic recommendations and a cadence of QBRs

Become a trusted advisor and advocate for customers' stakeholders and executives

Partnering with Commercial leaders to drive value-add upsells, cross-sells, and successful renewals for both growth and maintain NRR

Remove adoption roadblocks by understanding challenges and recommending solutions, driving product value and stickiness

Become the voice of the customer, and represent customer use cases internally

Travel to customer location(s) for meetings with stakeholders and attend events/trade shows, as required

We are looking for people who: Have 3+ years experience in a Customer Success role within SaaS

Team player willing to pick up and help others achieve shared goals

Automotive Experience is a Plus

Ability to use Success and Revenue tooling (i.e. Vitally, Salesforce, etc)

Have a high EQ and demonstrable empathy. You are relentlessly customer-focused

Adapt while in an ever-growing team and customer base

Balance between thinking strategically with exceptional attention to detail and execution

Are self-directed, highly motivated to succeed, and maintain an "always learning" posture

Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and fast-paced changes

In the United States the range is typically a salary of $60,000 to $67,000 + 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 the United States, and employment status):

Health & Wellness 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

Time Off

11 paid holidays

Flexible time off - take the time off you need!

Giving Back

Matching donations for approved charitable organizations

Group volunteer efforts

Personal & Professional Development

Weekly internal product & company training sessions

Monthly events & education activities focused on DEIB, personal and/or professional development

Individual career progression plans and leadership/management training

Check out our founder's story, life page, or hear from real employees about what it's like to work at Shopmonkey.

Join our team of hungry, humble, smart people who love what they do, and change the auto industry by helping every shop thrive.

About the Industry

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 global 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 and 2024.

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 [email protected].