[All remote jobs](https://jobicy.com/jobs.md)[![Shopmonkey logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/03/baf27bf7e7c0ff8017f9d4271ae886a6.jpeg)](https://jobicy.com/company/shopmonkey.md)[Shopmonkey](https://jobicy.com/company/shopmonkey.md) # Customer Success Manager – SMB AI Summary Shopmonkey is seeking a Customer Success Manager to help SMB automotive repair shops adopt and expand their use of its SaaS platform. The role focuses on relationship management, customer health, renewals, churn mitigation, product adoption, and identifying upsell and cross-sell opportunities. The manager partners closely with Sales, Support, Product, and Implementation teams to deliver a strong customer experience throughout the lifecycle. Success requires empathetic communication, resourceful problem-solving, comfort with changing priorities, and ideally familiarity with CRM and customer-success tools. Customer visits and trade-show attendance may be required.[Apply for this job](#job-application)[View company](https://jobicy.com/company/shopmonkey.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 60k–75k / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceSeniorPublished7 Nov 2026Apply before7 Dec 2026Listing views55Application actions3Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. As a Customer Success Manager, you have the opportunity to serve, help and guide auto repair shop owners in digitally transforming their businesses with [Shopmonkey](https://jobicy.com/company/shopmonkey.md). In this position, you will lead Shopmonkey’s customer expansion initiatives. You are responsible for building relationships with customers, mitigating churn, building towards expansion, and driving adoption and engagement with key value-add products and features. ### You will have the opportunity to: * Learn all about the Shopmonkey product suite, our customer’s journey, and automotive industry * Empathize with customers, understand their needs and challenges from their POV, recommend and take action on areas where we can help * Identify areas of the software that our customers are engaging in, drive deeper adoption, up-sell and cross-sell additional products and services * Ensure customers are engaged and proactively engage in churn mitigation efforts * Monitor and evaluate the the health of our customer base, ensuring customers renew their subscription on an ongoing basis * Work cross-functionally with Sales, Support, Product and Implementation teams to ensure clean handoffs and exceptional customer experience. * Maximize the tools available to improve efficiency and reporting, keeping the team on track for growth targets and mitigating churn * Communicate thoughtful, customized solutions that help customers move forward and grow their business * Visit customers and attend events/trade shows as required ### We are looking for people who: * Have a clear, professional, friendly and informative communication style * Have a deep sense of empathy and experience in a customer-facing roles * Enjoy creative problem solving, being resourceful, and experiencing new and different challenges everyday * Show a passion for SaaS B2B, are life-long learners, and highly motivated to excel * Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and seizing opportunity. * Adapt quickly to changing priorities and evolving customer needs * Have a related education background (Bachelor’s degree preferred) * Experience using tools such as Salesforce, Intercom, Totango, Pendo is a plus * As a nice plus, truly appreciate cars and/or are familiar with the automotive industry * Experience managing customers at various life cycle stages * Experience supporting SAAS products * Experience being a “product expert” and guiding customers on best practices In the United States the range is typically a salary of $60,000 to $75,000 + bonus + equity + benefits. The range provided is Shopmonkey’s reasonable estimate of the base compensation for this role. The actual amount will be based on job-related and non-discriminatory factors such as location, experience, training, skills, and abilities. Consult with your Recruiter during the initial call to determine a more targeted range based on these job-related factors. In addition to this base compensation company stock options and benefits as outlined below are included. ### Why Shopmonkey? ### Shopmonkey has become an amazing environment where employees feel that they are valued as people, and not just worker bees. To ensure that our team thrives, we invest in the following perks (benefits below are mainly for U.S. based, full-time employees). Other benefits vary upon location outside of the United States, and employment status: ### 💪🏼 Health & Wellness * Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date * Short term and long term disability * Employee assistance program * Reimbursement for a personal health and wellness membership * Generous parental leave * 401(k) available upon hire ### ✈️ Time Off * 11 paid holidays * Flexible time off – take the time off you need! ### 🥰 Giving Back * Matching donations for approved charitable organizations * Group volunteer efforts ### Check out our [founder’s story](https://www.youtube.com/watch?v=bersjshXlzc&t=3s), [life page](https://www.linkedin.com/company/shopmonkey/life), or [hear from real employees](https://youtube.com/playlist?list=PLazaWgaFFCUBYZvKjH_c4isFhoqOpegSC) about what it’s like to work at Shopmonkey. ### Join our team of [hungry, humble, smart people](https://www.youtube.com/watch?v=psBQ1RnCM1M&list=PLazaWgaFFCUBYZvKjH_c4isFhoqOpegSC&index=2&t) who love what they do, and change the auto industry by helping every shop thrive. ### About the Industry ### The U.S. is the second largest passenger vehicle market with more than 260 million registered passenger vehicles, and the global car repair market is estimated to be worth more than $500B. Shopmonkey aims to change the status quo and enable auto shops to become more efficient and give their customers a more delightful experience. ### About Shopmonkey ### Shopmonkey is the leading auto-repair shop software company; it is a cloud-based solution that helps auto-repair shops consolidate tools, save time, and streamline their entire operation onto a simple, easy-to-use platform. ### Headquartered in Silicon Valley and trusted by more than 3,500+ auto shops across the U.S. and Canada, Shopmonkey aims to change the status quo of the car repair market, estimated to be worth more than $500B. ### In 2021 Shopmonkey [raised](https://www.crunchbase.com/organization/shopmonkey-io) a $75 million Series C, supported by top-tier Silicon Valley venture capital firms Bessemer Venture Partners, Index Ventures, Headline, I2BF, and ICONIQ Growth. In 2022, Shopmonkey [was named](https://www.forbes.com/lists/americas-best-startup-employers) #4 on Forbes’ annual ranking of America’s Best Startup Employers list (and #1 in Business Products & Software Services). Shopmonkey was once again named as one of America’s Best Startup Employers by Forbes in [2023,](https://r.statista.com/en/employers/best-startup-employers-usa-2023/ranking/)[2024](https://www.forbes.com/lists/americas-best-startup-employers/?sh=40a2c1a92ad7), and [2026](https://www.forbes.com/lists/americas-best-startup-employers/)! ### Shopmonkey is committed to building a diverse and inclusive team. We are looking for team members from all backgrounds that are committed to the Shopmonkey mission. ### Shopmonkey provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by 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. Shopmonkey is committed to the full inclusion of all qualified individuals. In keeping with our our commitment, Shopmonkey will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact our Talent Team at [hiring@shopmonkey.io](mailto:hiring@shopmonkey.io). Please note: Shopmonkey will never request sensitive information such as your social security number, bank account information, or other non-publicly available information during the application and interview process. If an applicant is extended an offer of employment, such sensitive information will be requested at that time. Shopmonkey will never ask you to receive and ship packages or goods as part of the interview. Other practices to be on alert for: * Contact initiated via unsolicited text message or cold call. Shopmonkey does not follow up with candidates through instant messaging applications. * Our Talent Acquisition team only corresponds from email addresses with the domain ‘@Shopmonkey.io’. If a generic email ID ending with Gmail/Yahoo or other domain is used while receiving a job offer or interview call, there is a likelihood of a scammer. * While some of our jobs can be found on third party job sites, all of our current job opportunities and descriptions are posted on Shopmonkey’s [Careers](https://www.shopmonkey.io/careers) page, or our official [LinkedIn Company Page](https://www.linkedin.com/company/shopmonkey) The U.S. Federal Trade Commission has published helpful articles to help individuals learn more about protecting themselves from [recruiting scams](https://consumer.ftc.gov/consumer-alerts/2023/08/scammers-impersonate-well-known-companies-recruit-fake-jobs-linkedin-and-other-job-platforms) and [financial fraud](https://consumer.ftc.gov/articles/how-avoid-scam). If you believe you were a victim of such a scam, you may contact your local law enforcement agencies. Shopmonkey is not responsible for any claims, liability, losses, damages, or expenses resulting from scammers or impersonators. Show more [Apply now >](https://jobicy.com/jobs/159492-customer-success-manager-smb-2.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightРабота требует самостоятельно вести клиентские отношения, предотвращать отток и находить возможности расширения аккаунтов. Темп будет высоким из-за одновременной работы с разными этапами жизненного цикла клиентов и кросс-функционального взаимодействия. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$67,500US market range (per year)$60k–$85k0$93.50k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. Указана базовая зарплата $60,000–$75,000 USD. Годовой период выведен логически: для штатной профессиональной роли в США такой диапазон базовой компенсации обычно указывается за год; бонусы, equity и льготы в базовую сумму не включены. Оценочный рыночный диапазон для Customer Success Manager уровня SMB в США составляет $60,000–$85,000 USD в год. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success Management](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Management.md)[Customer Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Churn Mitigation](https://jobicy.com/jobs?search_keywords=Churn%20Mitigation.md)[Account Expansion](https://jobicy.com/jobs?search_keywords=Account%20Expansion.md)[Upselling](https://jobicy.com/jobs?search_keywords=Upselling.md)[Cross-selling](https://jobicy.com/jobs?search_keywords=Cross-selling.md)[SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md)[Customer Lifecycle Management](https://jobicy.com/jobs?search_keywords=Customer%20Lifecycle%20Management.md)[Customer Health Monitoring](https://jobicy.com/jobs?search_keywords=Customer%20Health%20Monitoring.md)[Product Adoption](https://jobicy.com/jobs?search_keywords=Product%20Adoption.md)[Salesforce](https://jobicy.com/jobs?search_keywords=Salesforce.md)[Intercom](https://jobicy.com/jobs?search_keywords=Intercom.md)[Totango](https://jobicy.com/jobs?search_keywords=Totango.md)[Pendo](https://jobicy.com/jobs?search_keywords=Pendo.md)[Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20Collaboration.md) Sample interview questionsHow would you identify and address churn risk within an SMB customer portfolio?I would combine usage and engagement data with support history, renewal timing, stakeholder feedback, and business outcomes to establish health indicators. For at-risk accounts, I would prioritize outreach, diagnose the root cause, align on an action plan, and track progress through follow-ups and internal coordination. Describe how you would find an appropriate upsell or cross-sell opportunity without making the customer feel pressured. I would first confirm the customer’s goals and workflow challenges, then use their product usage and outcomes to identify a relevant capability. I would present the recommendation as a solution to a stated need, explain expected value, and ensure the timing and implementation effort are appropriate for the customer. How do you manage a customer relationship when several internal teams are involved? I establish clear ownership, document the customer’s goals and current status, and communicate concise next steps to each team. I keep the customer informed, coordinate handoffs proactively, and make sure internal commitments translate into a consistent experience. What metrics would you use to evaluate customer success in this role? I would monitor retention and renewal rates, churn, product adoption, feature engagement, account health, expansion revenue, support trends, and customer satisfaction signals. I would use these metrics together rather than relying on a single score, because each helps explain customer value and risk. How would you explain a complex software feature to a busy auto repair shop owner? I would begin with their day-to-day process and describe the feature in practical, outcome-oriented language. I would demonstrate a relevant use case, guide them through the first steps, confirm understanding, and follow up to ensure the feature is delivering the intended value. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. Keep exploring ## Related remote jobs. * ![ANGI logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2021/09/50cccf084c34089de2274f72e18841d0.jpg) ANGI Nov 7 New ### [Account Partner, Large Pro Partnerships](https://jobicy.com/jobs/159507-account-partner-large-pro-partnerships.md) For over 30 years, Angi has powered the future of the home services industry, creating an environment where homeowners and pros benefit from more jobs done well. For homeowners, our… * ![Shopmonkey logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/03/baf27bf7e7c0ff8017f9d4271ae886a6.jpeg) Shopmonkey Nov 7 New ### [Customer Success Manager, SMB – Mexico](https://jobicy.com/jobs/159500-customer-success-manager-smb-mexico-2.md) The Customer Success Manager (CSM) will play a pivotal role in supporting customer engagement and growth initiatives. You will work closely with customers, ensuring they feel empowered, supported, and successful… * ![NetDocuments logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/d08d5ca3-221.png) NetDocuments Nov 7 New ### [Technical Support Engineer](https://jobicy.com/jobs/159499-technical-support-engineer-6.md) NetDocuments is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity without phone, video, and in person meetings and communications from emails… * ![CoderPad logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/02/57995875e79f20bb0cd2cadad1b52775.jpeg) CoderPad Nov 7 New ### [Enterprise Customer Success Manager](https://jobicy.com/jobs/159495-enterprise-customer-success-manager-12.md) CoderPad‘s mission is to surface a person’s skills in order to form badass teams that create impactful companies. We’re looking for an Enterprise Customer Success Manager to support our enterprise… * ![ExtraHop logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/4800f505-221.jpg) ExtraHop Nov 7 New ### [Customer Success Manager I | Spain](https://jobicy.com/jobs/159479-customer-success-manager-i-spain.md) At ExtraHop, we’re on a mission to protect and empower the connected enterprise. We reveal what is happening in the very infrastructure that sustains businesses, lives, and communities, and ensure… * ![ExtraHop logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/4800f505-221.jpg) ExtraHop Nov 7 New ### [Customer Success Manager I | Poland](https://jobicy.com/jobs/159478-customer-success-manager-i-poland.md) At ExtraHop, we’re on a mission to protect and empower the connected enterprise. We reveal what is happening in the very infrastructure that sustains businesses, lives, and communities, and ensure… * ![Supabase logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/06/611d3bfa-221.png) Supabase Nov 7 New ### [Technical Account Manager (APJ)](https://jobicy.com/jobs/159468-technical-account-manager-apj.md) About Supabase Supabase is the Postgres development platform, built by developers for developers. We provide a complete backend solution including Database, Auth, Storage, Edge Functions, Realtime, and Vector Search. All… * ![CoderPad logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/02/57995875e79f20bb0cd2cadad1b52775.jpeg) CoderPad Nov 7 New ### [Senior Customer Success Manager](https://jobicy.com/jobs/154774-senior-customer-success-manager-18.md) CoderPad‘s mission is to create a more inclusive and strong tech community. How? By improving the technical interviewing experience with tools that allow for standardization and consistency, while reducing bias… * ![Dandy logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/2321b7db-221-1.jpeg) Dandy Nov 7 New ### [Clinical Support Expert](https://jobicy.com/jobs/154764-clinical-support-expert.md) Dandy is transforming the massive and antiquated dental industry—an industry worth over $400B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify… * ![Roboflow logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/06/8cd75e4b-221.webp) Roboflow Nov 7 New ### [Support Engineer](https://jobicy.com/jobs/152566-support-engineer.md) Who We Are Our mission is to make the world programmable. Sight is one of the key ways we understand the world, and soon this will be true for the… [Browse all jobs](https://jobicy.com/jobs.md)