Tekmetric is hiring a
Enterprise Customer Success Manager

Summary

The job is for an Enterprise Customer Success Manager at Tekmetric, a fast-growing auto-repair shop management software company. The role involves managing the full customer lifecycle, partnering with cross-functional teams, and driving successful launches with customers. The ideal candidate has 3-5 years of industry experience or B2B enterprise SaaS experience in a high-growth stage company.

Requirements

• 3-5 years of Industry experience or B2B enterprise SaaS experience in a high-growth stage company highly preferred
• Bachelor's Degree (Preferred)
• Ability to travel ~10% of the time
• Project Management Profession (PMP certification preferred)

Responsibilities

• Manage the full customer lifecycle from Onboarding through contract renewal for an assigned book of business of large Mid-Market and Enterprise customers
• Identify, own, and cultivate customer relationships with various stakeholders, ranging from end-users to Executive teams, in varying capacities based on the needs of the customer
• Join recurring bi-weekly/monthly customer Tech Committee calls, representing Tekmetric and providing relevant updates as needed, in addition to regular cadence Executive Business Reviews (EBRs)
• Navigate the technical custom development process, identifying requirements and sharing internally to technical stakeholders in an organized manner
• Work cross-departmentally to ensure the voice of the customer is represented when driving product development based on customer issues, requests and feedback
• Travel to both customer sponsored events and Tekmetric sponsored industry events, acting on behalf of the Customer Success Management (CSM) function
• Proactive escalation management, when needed, for higher-impact customer issues, ensuring customers are updated regularly throughout resolution
• Use available tooling (i.e. Looker, Hubspot) to identify business best practices and tailored areas for opportunity in driving production adoption and usage, resulting in time savings or additional ARR for the customer
• Build training materials and powerpoints, conduct training and enablement sessions for customer champions, trainers, and end users
• Build and maintain success plans among key stakeholders within Tekmetric and at the customer end
• Assist in building processes and assets that enable Tekmetric to continue scaling the Customer Success organization

Benefits

• Healthcare Insurance and Leave
• Flexible and remote work opportunities
• Generous PTO
• Exceptional leave programs for all of life’s moments: maternity, paternity and parental bonding, as well as medical leave to care for yourself or loved ones
• Excellent Medical, Dental, Vision and Prescription Drug Coverage
• 401(k) Retirement Savings Plan with a 6% Match
• Employer covered STD, LTD, Life and AD&D Insurance Programs
• Up to $60 monthly for wellness expenses and activities
• Education Assistance- includes undergraduate/graduate courses and continuing education