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Salary: USD 150,000 - 180,000 / annual
Shopmonkey is seeking a Senior Manager of Customer Success to lead the Mid-Market and Enterprise segments of the Customer Success team. This role is accountable for driving customer retention, adoption, and expansion while managing a team of Customer Success Managers (CSMs).
Key responsibilities include:
- Leading and mentoring a team of MM and Enterprise CSMs
- Establishing clear KPIs, account health metrics, and growth objectives
- Driving Net Retention Rate (NRR), reducing logo churn, and identifying expansion opportunities in collaboration with Sales and Account Executive teams
- Partnering with Sales, Product, Support, and Engineering leaders to ensure seamless customer journeys and positive customer experiences
- Leveraging data and analytics to track team performance, customer health, and engagement strategies
- Developing and refining CSM playbooks for onboarding, account reviews, risk mitigation, and expansion tailored to multi-shop automotive repair operators
- Voicing the unique workflow needs of large automotive repair operations to Product and Engineering teams
Required qualifications:
- 5+ years in B2B SaaS Customer Success with 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
- Demonstrated ability to leverage customer health scores, usage metrics, and retention data to proactively manage risk
- Exceptional verbal, written, and executive presentation skills
Preferred experience includes automotive tech, field service management, POS, inventory management, or Vertical SaaS backgrounds.
The role offers competitive compensation with equity and benefits, including medical/dental/vision insurance, disability coverage, flexible time off, and parental leave.
