Overview
Summary/objectiveMobile Tech RX is the leading business management platform for automotive reconditioning companies, serving thousands of businesses across PDR, paint touch-up, wheel repair, detailing, and ADAS calibration. As we continue to grow, we are establishing a Customer Success function and seeking an experienced, entrepreneurial Senior Customer Success Manager to build and lead it.As the founding member of the Customer Success team, the Senior Customer Success Manager (CSM) builds and executes the customer success strategy from the ground up. This is a hands-on role: the CSM owns both strategy and execution, personally managing key customer relationships while creating scalable processes, metrics, and programs that drive retention and growth across thousands of customers. As the function matures, the CSM will have the opportunity to help shape and grow the team. The CSM forms direct relationships with customers, ensures they realize value from the platform, and serves as the voice of the customer across the business.
Affirmative Action/EEO statement
Essential functions Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Build and Establish Customer Success • Design and implement Mobile Tech RX’s customer success processes and playbooks. • Develop customer lifecycle programs, including onboarding, adoption, retention, and renewal strategies. • Define customer health scores and at-risk indicators that proactively identify churn risk. • Create reporting and dashboards that provide visibility into customer engagement and retention trends. • Recommend and implement tools, systems, and workflows that support a scalable customer success operation. • Partner with Product, Sales, Support, and Marketing to deliver a consistent customer experience. Manage Enterprise Relationships • Serve as the primary relationship owner for enterprise customers. • Conduct regular business reviews and strategic check-ins. • Understand customer goals and ensure they realize value from the platform. • Identify expansion opportunities and coordinate with Sales when appropriate. • Act as the voice of the customer by communicating feedback and feature requests internally. Drive Retention Across the Broader Customer Base • Develop automated customer engagement programs for thousands of SMB customers. • Create meaningful customer segments and communication strategies. • Monitor customer health and usage patterns to identify at-risk customers. • Proactively engage customers through phone, email, text, and in-app messaging to improve retention and product adoption. • Design and execute customer education campaigns that encourage feature usage and best practices. • Own churn prevention efforts and continuously refine strategies based on results. Customer Advocacy and Insights • Collect customer feedback and identify trends that influence product decisions. • Partner with Product and Engineering to ensure customer needs are represented. • Measure and report on customer retention, engagement, expansion, and satisfaction metrics. • Identify opportunities to improve onboarding, adoption, and the overall customer experience. Other Duties Please note this job description is not designed to cover all possible activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Success Metrics Success in this role may be measured by: • Gross revenue retention and net revenue retention • Customer churn rate • Product adoption and engagement metrics • Customer health score improvements • Expansion revenue and upsell opportunities • Customer satisfaction (CSAT) and Net Promoter Score (NPS) • Enterprise customer retention • Time-to-value for new customers Minimum Qualifications • Bachelor’s Degree or equivalent experience • 5+ years of experience in Customer Success, Account Management, or Customer Experience • Experience managing both strategic accounts and high-volume SMB customers • Experience building or significantly improving customer success processes and programs • Strong understanding of customer lifecycle management and retention strategies • Experience developing customer health metrics and identifying leading indicators of churn • Ability to analyze customer data and translate insights into action • Excellent communication and relationship-building skills • Demonstrated ability to create structure in ambiguous environments and build repeatable processes from scratch • Comfortable working in a fast-paced environment with limited structure • Proven ability to operate independently and wear multiple hats Preferred Qualifications • Experience as an early Customer Success hire or building a Customer Success function from the ground up • SaaS industry experience • Strong proficiency with Salesforce and Intercom • Experience creating customer journeys, automated outreach campaigns, and customer health scoring models • Familiarity with customer success platforms such as Gainsight, ChurnZero, or Vitally • Experience supporting SMB customers at scale while maintaining relationships with strategic accounts • Automotive aftermarket, collision repair, or related industry experience is a plus • Proficient in Microsoft Office products Characteristics That Matter We are looking for someone who: • Thinks like an owner and enjoys building from scratch • Balances strategy with execution • Is highly organized and self-directed • Is data-driven and comfortable making decisions with imperfect information • Has empathy for customers and a strong sense of urgency • Communicates effectively across departments • Enjoys solving problems and continuously improving processes Supervisory responsibilities This role initially has no direct supervisory responsibilities. As the founding member of the Customer Success function, the incumbent will have the opportunity to help shape and grow the team as the function matures. Work environment This job operates in a professional office and/or remote environment. This role routinely uses standard office equipment such as computers, phones, and printers. Physical demands Physical requirements include occasional lifting/carrying of 5 pounds; visual acuity, speech, and hearing; hand and eye coordination and manual ability to operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment. Travel required This position may require some travel to meet with enterprise customers and attend industry events. Work authorization/security clearance requirements N/A Why This Role Matters Customer success is a new function at Mobile Tech RX. This role offers the opportunity to define how we engage, retain, and grow our customer base. The incumbent will have significant influence on our customer experience, product direction, and long-term growth, while helping shape what customer success becomes as the company scales. Affirmative Action/EEO statement The Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other status protected under applicable federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
