Customer Success Manager (Tire Guru)

Summary

Vehlo provides repair shop technology and financial solutions for the auto repair industry. The Customer Success Manager will build relationships with Tire Guru customers, drive product adoption through training and education, monitor customer health, advocate for customer needs, and collaborate cross-functionally to improve retention and customer experience.

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 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
• 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 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

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
• Experience in the automotive aftermarket, tire, or auto repair industry

Nice to Haves

• 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)