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 this role

3-5 sentences describing why the role exists, what success looks like, and how it impacts the organization. (Use first person language “you”)

What You’ll Do:

• 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

What You’ll Need:

• 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.

Travel Requirements:

• Ability to travel 1 week per month within assigned territory, and 3 days per week local travel to visit customers. 
• Valid Driver’s License Required
• Valid Auto Insurance Required

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.