Customer Success Manager (SMB)
BiorenderSalary not specified
Full Time
Junior (1 to 2 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Automotive, SaaS, Auto RepairIndustries
Requirements
- 2-3 years of B2B SaaS or tech-enabled service experience, preferably in a high-volume, SMB, or digitally scaled Customer Success environment
- Shop Management System experience (preferred)
- Bachelor's Degree or equivalent experience (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
- Comfort with data-driven tools and automation using systems like CRM, customer success platforms, and marketing automation to guide actions and measure impact
- 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
- Ability to manage time and prioritize across a large customer base, balancing inbound needs with proactive outreach
- Provide excellent customer experience and be obsessed with providing a positive experience throughout the customer journey
Responsibilities
- Support a shared book of SMB customers through a mix of digital engagement, proactive campaigns, and targeted 1:1 outreach during key points in the customer journey
- Partner cross functionally with Onboarding, Support, Product, Sales, and Marketing to ensure a seamless customer journey
- Assist in building processes and assets that enable Tekmetric to scale the Customer Success organization
- Leverage data and automation to identify customers who need engagement
- Lead outreach calls, webinars, and group trainings to help customers use Tekmetric more effectively and achieve their business goals
- Track and monitor all customer issues and requests through resolution, ensuring customers are updated regularly
- 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
- Act as the voice of the customer for the SMB segment to ensure we continue to deliver the value our customers expect
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What experience is required for the Customer Success Manager role?
You need 2-3 years of B2B SaaS or tech-enabled service experience, preferably in a high-volume, SMB, or digitally scaled Customer Success environment. Shop Management System experience and a Bachelor's Degree or equivalent are preferred.
What key skills are needed for this position?
Strong relationship management skills to build and maintain positive customer relationships, identify growth opportunities, and resolve complaints, along with escalation management abilities.
Is this a remote position or does it require office work?
This information is not specified in the job description.
What is the salary or compensation for this role?
This information is not specified in the job description.
What does the team structure look like for this role?
You'll work as part of a pooled Customer Success team, partnering cross-functionally with Onboarding, Support, Product, Sales, and Marketing.
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