Customer Success Manager, Mid-Market
The Mid-Market Customer Success Manager will lead Shopmonkey’s Mid-Market customer engagement and growth initiatives. You will play a pivotal role in working with many of Shopmonkey’s larger 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, business owners, 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 expectations 2 days/week in our Cedar Park, Texas office (or our Marin County, California WeWork office for Bay area 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.
Responsibilities will include:
- Develop relationships with 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 of experience in a Customer Success role within SaaS or relevant CX experience
- Team player willing to pick up and help others achieve shared goals
- Being a proactive, motivated individual who takes ownership of tasks, seeks improvement opportunities, takes initiative, and works independently to achieve goals with minimal supervision.
- 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 $70,000 to $80,000 + 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 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 hiring@shopmonkey.io.
Please note: Shopmonkey will never request sensitive information such as your social security number, bank account information, or other non-publicly available information during the application and interview process. If an applicant is extended an offer of employment, such sensitive information will be requested at that time. Shopmonkey will never ask you to receive and ship packages or goods as part of the interview. Other practices to be on alert for:
- Contact initiated via unsolicited text message or cold call. Shopmonkey does not follow up with candidates through instant messaging applications.
- Our Talent Acquisition team only corresponds from email addresses with the domain ‘@Shopmonkey.io’. If a generic email ID ending with Gmail/Yahoo or other domain is used while receiving a job offer or interview call, there is a likelihood of a scammer.
- While some of our jobs can be found on third party job sites, all of our current job opportunities and descriptions are posted on Shopmonkey’s Careers page, or our official LinkedIn Company Page
The U.S. Federal Trade Commission has published helpful articles to help individuals learn more about protecting themselves from recruiting scams and financial fraud. If you believe you were a victim of such a scam, you may contact your local law enforcement agencies. Shopmonkey is not responsible for any claims, liability, losses, damages, or expenses resulting from scammers or impersonators.
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As the Mid-Market Customer Success Manager at Shopmonkey, you’ll take charge of engaging and nurturing our Mid-Market customers, helping them thrive on our exceptional platform. In this hybrid role based in Austin, Texas, you’ll play an essential part in fostering strong relationships with our larger clients, understanding their unique business operations, and driving the adoption of our innovative solutions. Your proactive approach will involve regular check-ins to ensure customers have high engagement levels and are satisfied with their experience, all while maintaining a keen eye on their Net Promoter Score (NPS). You will collaborate with various teams, from sales to product development, to guarantee customer success on all fronts. By recommending strategic initiatives and facilitating quarterly business reviews, you’ll help clients realize the full value of Shopmonkey’s offerings. Your empathy and ability to navigate challenges will be crucial in removing adoption roadblocks and ensuring customers feel heard and valued. With 3+ years of experience in customer success, preferably in a SaaS environment, you'll be well-equipped to excel in this dynamic position. And let’s not forget about the perks of working at Shopmonkey - enjoy flexible time off, health benefits, and a supportive culture where your growth and well-being are prioritized. Join us in transforming the auto industry and providing unparalleled service to our customers!
By
Shopmonkey
We exist to help every shop thrive by equipping them with software to run, understand, and grow their businesses.
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