[Remote] Customer Success Manager (Mid-Market) at Tekmetric

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Automotive, SaaS, Auto RepairIndustries

Requirements

3-5 years of Industry experience or B2B SaaS experience, ideally in an early-stage high growth organization, personally working with a book of business of 40-100 accounts
Shop Management System experience (preferred)
Bachelor's Degree (preferred)
Strong ability to build and maintain positive relationships with customers, identifying opportunities for business growth, and resolving customer complaints
Effectively solve ad-hoc customer escalations as needed, interacting with Customer Support, Onboarding and Product to see issues through from start to finish
Ability to assess customers' organizational structure to drive value
Self-motivated: Provide proactive outreach and service to assigned book of business
Highly organized and systematic, ensuring all issues are managed to completion and leaving things better than they were found
Utilize metrics and objective measurements to assess customer success and improvement opportunities
Provide excellent customer experience and be obsessed with providing a positive experience throughout the customer journey

Responsibilities

Own a defined/named book of 40-60 Mid Market accounts, building long term partnerships and acting as the primary Tekmetric coach and strategic advisor
Drive customer results through proactive engagement and success planning
Partner cross functionally with Onboarding, Support, Product, and Sales to ensure a seamless customer journey
Travel to our Multi-Shop Organization (MSO) customers, as needed
Assist in building processes and assets that enable Tekmetric to scale the Customer Success organization
Proactively identify and mitigate churn, seeking assistance internally as needed
Build and cultivate consultative customer relationships with business stakeholders and Onboarding teams to ensure strong product usage and adoption of new product capabilities by customers
Track and monitor all customer issues and requests through resolution, ensuring customers are updated regularly
Ability to identify and effectively communicate trends impacting the assigned book of business
Represent the voice of your customers in driving product development based on customer issues, requests and feedback
Lead training and enablement sessions with customer champions to increase adoption of new features and products

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementSaaSSuccess PlanningCross-Functional CollaborationCustomer RetentionCustomer ExpansionProactive EngagementProcess Development

Questions & Answers

Common questions about this position

What experience is required for the Customer Success Manager role?

Candidates need 3-5 years of industry or B2B SaaS experience, ideally in an early-stage high-growth organization managing a book of 40-100 accounts. Shop Management System experience is preferred, along with a Bachelor's Degree.

Is travel required in this position?

Yes, travel to Multi-Shop Organization (MSO) customers is required as needed.

How many accounts will I manage as a Mid-Market CSM?

You will own a defined book of 40-60 Mid-Market accounts.

What are Tekmetric's core values?

Tekmetric's values are transparency, integrity, innovation, and a service-first mindset.

What makes a strong candidate for this CSM position?

A strong candidate has 3-5 years of B2B SaaS or industry experience managing 40-100 accounts in a high-growth environment, preferably with Shop Management System experience, and thrives in proactive relationship-building and cross-functional collaboration.

Tekmetric

Cloud-based software for auto repair shops

About Tekmetric

Tekmetric provides software solutions specifically designed for auto repair shops in the United States and Canada. Its main product is a cloud-based Shop Management System (SMS) that helps over 3,000 auto repair shops improve their operations. The software includes features like automated reports, digital vehicle inspections with photos and videos, and trend tracking, which assist shop owners in making informed decisions and enhancing customer trust. Tekmetric differentiates itself from competitors by offering a subscription-based pricing model that charges a flat monthly fee based on the number of shops, making it accessible for businesses of all sizes. The company's goal is to facilitate the transition from paper-based systems to digital solutions, ultimately improving operational efficiency and customer satisfaction in the auto repair industry.

Houston, TexasHeadquarters

2015Year Founded

$1.6MTotal Funding

EARLY_VCCompany Stage

Automotive & Transportation, Consumer Software, Enterprise SoftwareIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Remote Work Options

Flexible Work Hours

Paid Vacation

Paid Sick Leave

401(k) Retirement Plan

401(k) Company Match

Life Insurance

Disability Insurance

Wellness Program

Professional Development Budget

Risks

Increased competition from other software providers threatens Tekmetric's market share.

Integration challenges from Shopgenie acquisition may disrupt service continuity.

Economic downturns could lead to reduced subscriptions, impacting Tekmetric's revenue.

Differentiation

Tekmetric offers a cloud-based SMS integrating with OEC RepairLink for OE dealer interactions.

The Tekmetric Tire Suite streamlines tire management, enhancing efficiency for auto repair shops.

Partnerships with SiriusXM and Affirm add unique value to Tekmetric's customer offerings.

Upsides

Growing demand for digital transformation boosts Tekmetric's market potential in auto repair shops.

Subscription-based model aligns with industry trends, ensuring predictable revenue and customer retention.

Expansion into tire management broadens Tekmetric's market reach and service offerings.

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