Customer Success Manager – SMB

Shopmonkey

. Serve, help, and guide auto repair shop owners in digitally transforming their businesses with Shopmonkey .

Posted 10/30/2026full-timeRemote • United StatesMid-LevelSenior💰 $60,000 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer engagement and retention strategies within the B2B SaaS landscape, leveraging strong communication skills and a deep understanding of customer needs to drive product adoption and business growth.

Highest-signal resume keywords

Customer Engagement ManagementSaaS Product SupportSalesforce ExperienceCreative Problem SolvingAutomotive Industry Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Journey UnderstandingChurn Mitigation StrategiesUpselling and Cross-SellingProduct ExpertiseCustomer Lifecycle Management

Soft Skills

EmpathyCommunicationAdaptabilityResourcefulnessCollaboration

Tools & Technologies

SalesforceIntercomTotangoPendo

Industry Keywords

B2B SaaSAutomotive IndustryDigital TransformationCustomer Expansion InitiativesTrade Shows

About the role

Key responsibilities & impact

Serve, help, and guide auto repair shop owners in digitally transforming their businesses with Shopmonkey
Lead customer expansion initiatives
Build relationships with customers
Mitigate churn and build toward expansion
Drive adoption and engagement with key value-add products and features
Learn the Shopmonkey product suite, customer journey, and automotive industry
Understand customer needs and challenges, recommend and take action on areas where Shopmonkey can help
Identify software engagement areas and drive deeper adoption, upsell, and cross-sell additional products and services
Ensure customer engagement and proactively conduct churn mitigation efforts
Monitor and evaluate customer-base health and ensure ongoing subscription renewals
Work cross-functionally with Sales, Support, Product, and Implementation teams to ensure clean handoffs and exceptional customer experience
Maximize available tools to improve efficiency and reporting, keeping the team on track for growth targets and mitigating churn
Communicate customized solutions that help customers move forward and grow their businesses
Visit customers and attend events/trade shows as required

Requirements

What you’ll need

Clear, professional, friendly and informative communication style
Deep empathy and experience in a customer-facing role
Creative problem solving and resourcefulness
Passion for B2B SaaS and motivation to excel
Comfort working in a dynamic, collaborative startup environment and with ambiguity
Ability to adapt quickly to changing priorities and evolving customer needs
Related education background; Bachelor’s degree preferred
Experience managing customers at various life cycle stages
Experience supporting SaaS products
Experience being a product expert and guiding customers on best practices
Experience using Salesforce, Intercom, Totango, or Pendo is a plus
Appreciation for cars and/or familiarity with the automotive industry is a nice plus
Ability to visit customers and attend events/trade shows as required

Benefits

Comp & perks

Bonus
Equity
Company stock options
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
11 paid holidays
Flexible time off - take the time off you need!
Matching donations for approved charitable organizations
Group volunteer efforts