Implementation & Customer Success Manager, USA

Implementation & Customer Success Manager

Partly is headquartered in Austin, TX with offices in London, UK, Christchurch, NZ and Auckland, NZ. Wherever you're based, we'll connect you with your nearest office for onboarding, and fly you to join the full team for our quarterly "Season Openers" (we cover travel and accommodation). If you're relocating to join us, we can also assist with relocation costs.

As Partly's first Implementation & Customer Success Manager in the US, you'll found the function that makes shops successful after they sign. You'll own implementation, onboarding and retention for independent collision shops and multi-shop operators (MSOs) with up to 20 locations.

You work hand in hand with Sales. Once a shop says yes, you take it from there: getting Partly installed and connected, training the team, and making Partly part of how they write and source every job. Then you keep them there. You'll be in shops in person, sometimes flying out to do it, speaking the language of owners, estimators and parts managers.

You're also our product expert in the field. You'll spend time in shops, understand the problems behind what they ask for, and separate what one shop wants from what most shops need. Sometimes the answer is a feature; often it's a workaround that gets the job done today. You'll bring what matters back to Product with the evidence to act on it. As the first hire, you'll build the playbook, processes and metrics the US customer team grows on.

What Will You Do

• Own implementation and onboarding. Take the handoff from Sales and run every new shop's implementation end to end. Install Partly, connect it to the shop's estimating system, train the team and get them sourcing parts through Partly in their first week.

• Run pilots that convert. Implement shop pilots end to end, track activation against agreed success criteria, and turn pilots into live, retained shops.

• Support Sales. Step in before signature when a shop needs a technical walkthrough or proof that it will work in their environment.

• Drive activation and retention. Get every shop to daily use and keep them there. Run regular check-ins, lift usage of the features that matter, spot churn risk early and win back shops that have gone quiet.

• Be the shop's trusted contact. Be the day-to-day contact for shop owners, estimators and parts managers, and the person they call when something isn't working.

• Show up in person. Visit shops on site to implement, troubleshoot and build relationships, including regular travel across the US.

• Resolve issues to ground. Diagnose where a shop is stuck, whether that's installation, the estimating integration or their workflow. Fix what you can yourself and work with Engineering on the rest, rather than just passing tickets on.

• Bring product thinking to the shop floor. Understand what's really behind a shop's request. Tell the difference between what one shop wants and what most shops need, and back it with what you saw across shops.

• Find the workaround. Help shops get the job done with what Partly does today, so not every request has to become a feature. Know when a workaround is enough and when it isn't.

• Hand feedback to Product the right way. Report bugs with clear steps to reproduce, write Linear tickets the team can pick up, and frame what you learn from visits and onboarding: who hit it, how often, what it costs the shop, and what they did instead.

• Build the function. Document the playbook as you run it, set up how we track shop health, activation and retention, and shape the team that comes after you.

Your Skills

• Account management, customer success or implementation background. You've owned B2B customer outcomes (onboarding, adoption, retention), ideally with SMBs or multi-location operators. People trust you quickly.

• At home in a shop. You can walk into a collision or automotive shop, talk shop with owners and techs, and earn credibility face to face. You're happy to travel regularly, including flights.

• Technical enough to fix things yourself. You're comfortable installing and troubleshooting software and integrations, and explaining exactly what's broken to an engineer.

• Excellent communicator in both directions. You can make a technical concept land with a shop owner, then turn that same conversation into a crisp product ask.

• Product thinking. You can tell wants from needs. You ask why before you write down a request, spot the pattern across customers, and are comfortable telling a customer "not yet" and offering another way to get it done.

• You know how product gets built. You're not a product manager, but you understand how a team decides what to build and in what order, and you shape your feedback to fit. Having written tickets or bug reports before is a plus.

• Builder's instinct. You see the manual, repetitive thing and turn it into repeatable process. You're comfortable being first in and creating structure where none exists.

• High ownership. You're self-directed, comfortable with ambiguity and don't wait to be told.

• (Preferred) Collision repair or automotive context. Estimating systems, parts procurement, DRP workflows, or time working in or with body shops.

• (Bonus) Founding team experience. You've been an early member of a customer success or implementation team at a scaling B2B SaaS business.

Please note : if you don't have all the skills/experience listed above but believe you could be outstanding in this role, please still consider applying. Many folks, especially those from underrepresented or marginalised groups, often count themselves out. Please allow us to learn more about you and why you're exceptional!

Benefits

• Healthy, Catered Lunches - Enjoy fresh, healthy lunches every workday in our Auckland, Christchurch, London, and Austin offices. With no meal prep needed, you can eat, connect, and refuel with your team. (And yes, snacks and drinks are always on hand.)

• Healthy Body, Healthy Mind - We care about performing at our peak. Every team member gets a $1,500 annual wellness allowance (or local equivalent) on a Partly-branded card. Use it on things such as gym memberships, rock climbing, physical therapy, massage, doctor visits, prescriptionsanything that you or your family need!

• Family Comes First - Primary caregivers receive 3 months of fully paid parental leave, plus a flexible return-to-work plan (four days a week at full pay for your first three months back).

• Workspaces That Inspire - Our brand-new, architecturally designed offices are built for collaboration and creativity, with great coffee, social spaces, and some of the best cafes just a few steps away.

• Getting Here Is On Us - If you commute to a Partly office or coworking space (atleast 4 days a week), choose from a paid 24/7 parking spot or a commuting allowance. One less thing to think about!

• Office-First with Flexibility - In cities where we have an office (Christchurch, Auckland, London, and Austin), we default to working from the office every day. This lets us move faster, make better decisions, and build strong relationships. We also operate with a high-trust environment, so you can manage your time around your life and flex your schedule to do your best work.

• Time Off - you can use your annual leave and sick leave from day one, no waiting to accrue it first. And if you ever go into a negative balance, that's fine too