Associate Customer Success Manager -… at Shopmonkey · Hybrid -…

Summary: Shopmonkey is the leading auto-repair shop software company, offering a cloud-based solution to help auto-repair shops streamline their operations. The Associate Customer Success Manager will build relationships with customers, drive product adoption, and mitigate churn while ensuring exceptional customer experiences. Responsibilities: - Learn all about the Shopmonkey product suite, our customer's journey, and automotive industry - Empathize with customers, understand their needs and challenges from their POV, recommend and take action on areas where we can help - Identify areas of the software that our customers are engaging in, drive deeper adoption, up-sell and cross-sell additional products and services - Ensure customers are engaged and proactively engage in churn mitigation efforts - Monitor and evaluate the the health of our customer base, ensuring customers renew their subscription on an ongoing basis - Work cross-functionally with Sales, Support, Product and Implementation teams to ensure clean handoffs and exceptional customer experience - Maximize the tools available to improve efficiency and reporting, keeping the team on track for growth targets and mitigating churn - Communicate thoughtful, customized solutions that help customers move forward and grow their business - Visit customers and attend events/trade shows as required Required Qualifications: - Experience managing customers at various life cycle stages - Experience supporting SAAS products - Experience being a 'product expert' and guiding customers on best practices - Fluency in both English and Spanish - Clear, professional, friendly and informative communication style - Deep sense of empathy and experience in a customer-facing roles - Enjoy creative problem solving, being resourceful, and experiencing new and different challenges everyday - Show a passion for SaaS B2B, are life-long learners, and highly motivated to excel - Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and seizing opportunity - Adapt quickly to changing priorities and evolving customer needs - Have a related education background (Bachelor's degree preferred) Preferred Qualifications: - Experience using tools such as Salesforce, Intercom, Totango, Pendo is a plus - As a nice plus, truly appreciate cars and/or are familiar with the automotive industry Required Skills: Customer management, SaaS product support, Bilingual (English/Spanish) Important Skills: Empathy, Salesforce Nice-to-Have Skills: Intercom, Totango, Pendo, Automotive industry knowledge, Bachelor’s degree Benefits: 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