Manager, Customer Success at RevolutionParts, Inc. in Tempe, AZ

RevolutionParts is not just a pioneering force in the automotive eCommerce realm; we're actively seeking passionate and talented individuals to join our squad of Revolutionaries (yes, that's what we call ourselves!). As leaders in providing streamlined, user-friendly solutions, we empower automotive brands to maximize online sales. Our commitment to technology, top-notch customer service, and a profound understanding of the automotive market sets us apart. If you're ready to revolutionize the eCommerce space for automotive parts and accessories, consider joining our dynamic team of Revolutionaries.

The Role:

As the Manager of Customer Success (SMB) at RevolutionParts, you will be responsible for driving day-to-day team performance while ensuring the consistent adoption of standardized processes, playbooks, and systems across the segment. This role sits at the intersection of strategy and execution. You will partner closely with Customer Success leadership to translate strategic priorities into clear expectations for the team, while holding CSMs accountable to disciplined execution that drives measurable outcomes. You will lead a team of Customer Success Managers while also serving as the operational backbone of the SMB and Advisor segments—ensuring that how we engage, support, and grow customers is consistent, scalable, and tied directly to business results. By improving execution quality and consistency across a large and diverse customer base, you will play a critical role in driving GMV growth, improving retention, and increasing the overall efficiency of the Customer Success organization.

AI Fluency & Modern Tooling

At RevolutionParts, we expect team members to actively use modern tools — including AI-powered systems — to improve decision-making, productivity, and quality of work.

This includes:

• Using AI tools responsibly to accelerate research, analysis, documentation, and problem-solving
• Exercising strong judgment around data privacy, accuracy, and ethical use
• Continuously learning and adapting as AI capabilities evolve

Proven examples of using AI to improve outcomes in prior roles is expected.

*PLEASE NOTE: If you do not have at least 2 years of experience in SaaS eCommerce - preferably in a customer success or similar position - we cannot consider you for the role.

Responsibilities:

• Manage and develop a team of SMB Customer Success Managers, driving accountability to performance and execution standards
• Partner with Sr. Director of CS to translate strategic priorities into clear, actionable plans
• Drive consistent adoption of Customer Success playbooks, workflows, and engagement models across all accounts
• Ensure CSMs are effectively leveraging systems, tools, and reporting to manage their business
• Identify breakdowns in execution and implement corrective actions to improve consistency and impact
• Ensure alignment between company goals and day to day team activities
• Partner cross functionally to ensure solutions are delivered effectively and adopted by the team
• Active participation in hiring and interviewing new members of the team
• Implement and manage reports on data, activity, and performance of the team
• Work with other leaders companywide such as support, marketing, and product to ensure that customer needs and the voice of the customer is heard, understood, and prioritized.
• Coach the team in maximizing the retention and growth of our customer base
• Reduce churn by working with CSMs on saves to resolve issues for clients
• Stay on top of churn reasons along with presenting reporting to Senior Leadership monthly

Requirements:

• Combined background of post-sale and sales experience
• B.A. in Business, Marketing, Communication or a related field; or, an equivalent level of experience
• 5+ years of enterprise account management experience
• 3+ years’ experience in leading customer-facing teams
• Proven track record of improving customer retention through structured, data driven engagement strategies
• Strong understanding of eCommerce and Digital Marketing ecosystems, including traffic acquisition, conversion optimization, paid/organic channels, and marketplace dynamics
• Excellent communication, organization, interpersonal, and writing skills
• Proven ability to multi-task and interact with a large number of demanding customers
• Familiarity with billing and subscription management is a plus
• Success working in a fast-paced, high-growth environment, preferably at the intersection of SaaS and eCommerce, with a track record of improving online sales performance, increasing GMV, or enabling digital growth for customers
• Experience in hiring, training, and developing a high-performing team of customer success professionals
• Proven background in coaching, mentoring, and skill development of individual contributors at various experience and business acumen levels
• Strong operational skills, proactive approach to process improvement, and previous experience building out customer success initiatives and best practices that retain customers

Are you not sure you meet 100% of the qualifications? You should still give it a shot! Research shows that men will apply to a job when only meeting 60% of the requirements, whereas women and members of other underrepresented groups typically only apply when they meet every single requirement. At Revolution Parts, we are Revolutionaries. We build tools, products, and our people. We value diversity in backgrounds and thoughts, so take a shot and apply! Please highlight some of your accomplishments in your resume and cover letter so we can talk about how you can grow with us.

RevolutionParts is proud to provide all full-time Revolutionaries with a comprehensive employment package including competitive compensation, career development, benefits, 401K match, parental leave, and many more valuable perks. You can learn more about our core-value driven culture at our career page.

RevolutionParts is an Equal Opportunity Employer; we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender orientation, gender identity or expression, sexual identity, sexual orientation, age, marital status, family status, genetic information, veteran status, or disability status.

Please Note: You will only receive correspondence through the Gem ATS or from a @revolutionparts.com email address. If you are receiving communication through any other platform or domain, it may be fraudulent, and we urge you to ignore the communication.

*The salary range listed reflects the base pay only. In addition, this role includes a variable bonus structure based on performance metrics with a target of 20% annually.