Customer Success Manager

Customer Success Manager Company: Speedpoint Department: Customer Success Reports to: Director of Customer Success Location: Charlotte, NC Employment Type: Full-time Compensation: $85,000-$100,000 About Speedpoint 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. The Role 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. What You’ll Do 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 What We’re Looking For 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 What Success Looks Like 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 Compensation & Benefits Base Salary: $85,000 Medical: Employer-paid medical coverage Dental & Vision: Available Work Environment: Charlotte, NC Growth: Direct access to leadership and opportunity to grow with a fast-moving company #J-18808-Ljbffr Speedpoint LLC