Customer Success Manager

Summary

Vehlo is a company that provides repair shop technology and aims to be the industry's favorite provider. The Customer Success Manager will collaborate with customers to understand their needs, ensure product adoption, and drive customer satisfaction through various engagement strategies.

Responsibilities

• Collaborate with recently signed customers
• Understand customers' needs and goals to achieve their objectives (from the Why Buy)
• Become their trusted advisor / consultant
• Present the platform to audiences of all sizes both in-person and virtually
• Ensure dealerships fully adopt and utilize our suite of products
• Deliver additional training onsite/virtual when needed
• Analyze dealership data to provide insight into better performance
• Monitor health metrics to identify high churn risk (ChurnZero will help facilitate)
• Assist in the preparation of scheduled reports
• Send monthly communication, utilization, etc
• Have daily meaningful contact with customers
• Document customer information, activities and interactions within SalesForce/ChurnZero
• Drive expansion & upsell opportunities
• Respond to customer inquiries via email, phone & texts
• Manage customer escalations and facilitate resolution
• Provide users with troubleshooting, functionality explanations and best practices
• Travel locally (within a radius of 2 hours of your home) and OOM (1 week per month)
• Create a partnership across multiple departments, connect with all levels of users and work toward each dealership’s goals

Skills

• 2 + years of experience in Customer Success, Account Management, Consulting, or a client-facing role (preferably in SaaS, automotive, or technology solutions)
• Proven ability to build and maintain strong customer relationships, acting as a trusted advisor at multiple organizational levels
• Excellent presentation skills, with the ability to deliver compelling product demonstrations to audiences of all sizes (both virtually and in person)
• Strong analytical skills with the ability to interpret dealership or customer data and translate insights into actionable recommendations
• Proficiency with CRM and customer engagement platforms (e.g., Salesforce, ChurnZero, Gainsight, or similar)
• Exceptional written and verbal communication skills, with a customer-first approach
• Demonstrated success in identifying expansion opportunities and driving revenue growth through upsells and cross-sells
• Strong troubleshooting and problem-solving abilities, with the capability to guide customers through product functionality and best practices
• Highly organized with strong time-management skills to manage daily customer interactions, reporting, and follow-ups
• Ability to manage escalations calmly, professionally, and effectively to ensure customer satisfaction
• Proficiency in Microsoft Word and Excel
• Willingness to travel locally (within a 2-hour radius) and for out-of-market travel approximately 1 week per month
• Ability to travel 1 week per month within assigned territory, and 3 days per week local travel to visit customers
• Ability to travel as needed, including by air, car, or public transportation
• Valid Driver's License Required
• Valid Auto Insurance Required

Qualifications

Must Haves

• 2 + years of experience in Customer Success, Account Management, Consulting, or a client-facing role (preferably in SaaS, automotive, or technology solutions)
• Proven ability to build and maintain strong customer relationships, acting as a trusted advisor at multiple organizational levels
• Excellent presentation skills, with the ability to deliver compelling product demonstrations to audiences of all sizes (both virtually and in person)
• Strong analytical skills with the ability to interpret dealership or customer data and translate insights into actionable recommendations
• Proficiency with CRM and customer engagement platforms (e.g., Salesforce, ChurnZero, Gainsight, or similar)
• Exceptional written and verbal communication skills, with a customer-first approach
• Demonstrated success in identifying expansion opportunities and driving revenue growth through upsells and cross-sells
• Strong troubleshooting and problem-solving abilities, with the capability to guide customers through product functionality and best practices
• Highly organized with strong time-management skills to manage daily customer interactions, reporting, and follow-ups
• Ability to manage escalations calmly, professionally, and effectively to ensure customer satisfaction
• Proficiency in Microsoft Word and Excel
• Willingness to travel locally (within a 2-hour radius) and for out-of-market travel approximately 1 week per month
• Ability to travel 1 week per month within assigned territory, and 3 days per week local travel to visit customers
• Ability to travel as needed, including by air, car, or public transportation
• Valid Driver's License Required
• Valid Auto Insurance Required

Benefits

• Medical, dental, vision, and life insurance
• 401(k) with company match
• Paid time off and holidays
• Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards