Customer Success Manager

Job Description

Job Description

Customer Success Manager

Company: Speedpoint

Department: Customer Success

Reports to: Director of Customer Success

Location: Hybrid (US) — Charlotte, NC or Wilmington, NC

Employment Type: Full-time

Compensation: $85,000-$100,000

The performance and specialty automotive industry powers a passionate, high-performing segment of the economy — and it deserves software built with the same purpose and craftsmanship its shops bring to every build. Speedpoint is the Shop Management Platform built by people who love this industry, for the shops that drive it — one system for CRM, quoting, scheduling, payments, and reporting. We're building for a space the rest of tech has overlooked, and we're hiring competitive team members who want to help us win.

We’re looking for a Customer Success Manager to own the long-term success of Speedpoint customers after they go live. This role picks up where implementation ends — taking the hand-off at day 30, once a shop is live and trained — and becomes the customer’s trusted, ongoing point of contact. You’ll own retention, drive deep product utilization, and resolve issues fast, so that every shop keeps getting more value out of Speedpoint over time. Our customers are busy, hardworking shop owners and managers who value efficiency, clarity, and software that just works. You’ll be the person who keeps it working for them.

Relationship Ownership & Retention

Take the hand-off from the Implementation Specialist at day 30 and become the primary point of contact for an assigned book of accounts

Build durable relationships with shop owners, service managers, and day-to-day users

Own retention and renewals across your portfolio; identify churn risk early and act on it

Run regular check-ins and business reviews tied to each customer’s core business goals

Product Adoption & Utilization

Drive adoption of the Speedpoint “Daily Workflow” and core modules — CRM, quoting, scheduling, payments, and reporting

Monitor usage data to spot underutilization and proactively coach customers toward value

Share best practices, workflows, and relevant new features tailored to each shop’s operations

Make sure customers are consistently realizing the value they signed up for

Support & Issue Resolution

Serve as the first line of support for customer questions, issues, and how-to needs

Triage and resolve problems quickly; escalate technical issues to Product and Engineering with clear, complete context

Deliver direct, concise help that respects the time-starved nature of shop staff balancing service work with software

Data Integrity & Reporting

Maintain “Source of Truth” accuracy in Close CRM — account health, usage, renewal dates, and notes

Track and report on portfolio health and retention to leadership

Flag risks, trends, and blockers early

Required:

Comfortable owning customer relationships and encouraging product usage

Light-technical troubleshooting

Strong communicator who can explain complex platform topics in a direct, no-fluff way

Efficiency-first mindset — you understand that in the automotive world, time is money

Proactive problem solver with a bias for action

Organized and accountable — you can manage a full book of business without dropping balls

Demonstrates consistent work ethic and ownership

Nice to Have:

Background in customer success, account management, or support in a SaaS environment

Experience with CRM tools (Close CRM, Salesforce, or HubSpot)

Familiarity with payment or telecom dashboards (Finix, Twilio, Stripe, or similar)

Interest in or familiarity with the automotive service industry

Startup experience or comfort in a fast-paced environment

Strong retention and on-time renewals across your portfolio

High, sustained product utilization — customers living in the Speedpoint Daily Workflow every day and utilizing Speedpoint payments

Customers see measurable value and report high satisfaction

Churn risks are caught and addressed before they become cancellations

Clean, current, accurate account data in Close CRM

Continuous improvement in retention, adoption, and customer health over time

Base Salary: $85,000

Medical: Employer-paid medical coverage

Dental & Vision: Available

Work Environment: Hybrid (US) — Charlotte, NC or Wilmington, NC, Eastern time business hours

Growth: Direct access to leadership and opportunity to grow with a fast-moving company

Apply through our Manatal careers portal or email your resume to View email address on ziprecruiter.com.