SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 180,000 - 215,000 / annual
Shopmonkey seeks an experienced Director of Customer Success to lead the SMB, Mid-Market, and Enterprise customer success segments. This hybrid role (2-3 days/week on-site in Morgan Hill, CA) focuses on driving customer retention, adoption, and expansion across the customer base.
Key responsibilities include leading and mentoring a team of Customer Success Managers across all segments, establishing clear KPIs and account health metrics, and driving Net Retention Rate (NRR) and Gross Revenue Retention (GRR) while reducing logo churn. You will identify expansion opportunities in collaboration with Sales and Account Executive teams, and develop CSM playbooks tailored to multi-shop automotive repair operators.
The role requires close collaboration with Sales leaders, Product Managers, Support leaders, and Engineering teams to ensure a seamless customer journey and voice the unique workflow needs of large automotive repair operations. You will leverage data and analytics to track team performance, customer health, and engagement strategies, and prepare a comprehensive 30-60-90 day plan for onboarding and team development.
Required qualifications include 10+ years in B2B SaaS Customer Success with at least 5+ years in people management overseeing SMB, Mid-Market, and Enterprise accounts. You must demonstrate proven ability to build, mentor, and scale high-performing teams, with excellent communication and relationship-building skills. Experience leveraging customer health scores, usage metrics, and retention data to proactively manage risk is essential. Experience in automotive tech, field service management, POS, inventory management, or Vertical SaaS is strongly preferred. Exceptional verbal, written, and executive presentation skills are required.
