Customer Success Manager (Shop Boss)

Summary

Vehlo provides software and financial solutions for the automotive repair industry. The Customer Success Manager will own the post-onboarding journey for Shop Boss clients, managing relationships with tire dealers and auto repair shops while driving retention, expansion, product adoption, and customer health.

Responsibilities

• 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
• Drive feature adoption across the Shop Boss 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
• 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
• Coordinate with Shop Boss 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

Skills

• 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
• 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)

Qualifications

Must Haves

• 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

Nice to Haves

• 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)

Benefits

• Medical, dental, vision, and life insurance
• 401(k) with company match
• Paid time off and holidays
• This role may be performed in a remote, hybrid, or office-based environment depending on business needs.