Customer Success Manager

Customer Success Manager

Customer Success Manager

About Vehlo:

We started Vehlo in 2019 with a simple goal: to be the industry's favorite provider of repair shop technology.

Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We're out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable —just ask our over 30,000 customers, who generate more than 50M annual repair orders. At Vehlo, our only purpose is your success, and together, we're reaching your goals faster than ever.

Being a Veep comes with more than a comprehensive benefits package—our biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other.

About The Role:

This role is focused on driving customer success by building strong relationships with shop owners and key stakeholders, ensuring they realize ongoing value from the Tire Guru platform. The individual proactively monitors customer health, increases product adoption through training and education, advocates for customer needs internally, and collaborates across support, onboarding, marketing, and customer success teams to deliver a seamless customer experience and improve retention.

What You'll Do:

Customer Relationship Management

• Build trusted advisor relationships with shop owners, general managers, and key stakeholders
• Conduct regular proactive touchpoints to surface needs and demonstrate ROI
• Monitor customer health scores and usage signals to proactively identify at-risk accounts and drive intervention plans

Product Adoption & Education

• Drive feature adoption across the Tire Guru product suite, ensuring customers are leveraging tools that directly impact their business profitability and efficiency
• Deliver ongoing training, webinars, and office hours to deepen platform expertise within customer teams
• Translate complex product capabilities into clear, actionable guidance for non-technical shop operators

Voice of the Customer

• Identify and develop customer references, case studies, and testimonials in partnership with Marketing
• Represent the customer's perspective internally, reinforcing Vehlo commitment to constant, attentive communication

Cross-Functional Collaboration

• Coordinate with Tire Guru Support to ensure escalations are resolved quickly and customers feel prioritized
• Partner with Onboarding to ensure smooth handoffs and a seamless experience from go-live through steady state
• Collaborate with other SMS brand CSMs across Vehlo to share best practices and align on the company-wide customer success strategy

Qualifications

What You'll Need:

• 1-3 years of experience in Customer Success, Customer Support or a client-facing SaaS role
• Excellent communication skills with the ability to build rapport over phone, video, and email
• Self-directed and comfortable working remotely in a fast-moving, high-growth environment

Preferred Qualifications: (Optional)

• Experience in the automotive aftermarket, tire, or auto repair industry
• Familiarity with POS software, shop management systems, or e-commerce platforms
• Background in a multi-brand or platform company with a portfolio of products
• Experience supporting SMB customers who are primary operators of their own businesses
• Experience using CRM tools (Salesforce, HubSpot, or similar) and CS platforms (Gainsight, ChurnZero, or similar)

Note: This job description is intended to outline the general responsibilities and requirements of the role. It is not an exhaustive list of all duties, tasks, or responsibilities that may be required. Responsibilities and priorities may evolve over time, and the company reserves the right to make changes at any time with or without notice.

Vehlo is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Vehlo makes hiring decisions based solely on qualifications, merit, and business needs at the time.