Customer Success Manager (Mid-Market)

About Tekmetric

Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better.

Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably.

Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. 

But we’re not just building software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time.

Come build with us. Join the journey. Shape the future of auto repair.

What You’ll Do

As a Mid-Market Customer Success Manager (CSM), you’ll own relationships across a strategic book of 40–60 multi-location automotive repair businesses, driving value realization, retention, and expansion. You’ll thrive in a fast-paced, high-growth SaaS environment, balancing hands-on account management with structured process development to help scale our Customer Success motion.

• Own a defined/ named book of 40-60 Mid Market accounts, building long term partnerships and acting as the primary Tekmetric coach and strategic advisor.
• Drive customer results through proactive engagement and success planning
• Partner cross functionally with Onboarding, Support, Product, and Sales to ensure a seamless customer journey.
• Travel to our Multi-Shop Organization (MSO) customers, as needed. 
• Assist in building processes and assets that enable Tekmetric to scale the Customer Success organization.
• Proactively identify and mitigate churn, seeking assistance internally as needed.
• Build and cultivate consultative customer relationships with business stakeholders and Onboarding teams to ensure strong product usage and adoption of new product capabilities by customers.
• Track and monitor all customer issues and requests through resolution, ensuring customers are updated regularly.
• Ability to identify and effectively communicate trends impacting the assigned book of business
• Represent the voice of your customers in driving product development based on customer issues, requests and feedback
• Lead training and enablement sessions with customer champions to increase adoption of new features and products. 

 

What You’ll Bring

• 3-5 years of Industry experience or B2B SaaS experience, ideally in an early-stage high growth organization, personally working with a book of business of 40-100 accounts.
• Shop Management System experience (preferred)
• Bachelor's Degree (preferred) 
• Relationship Management: Strong ability to build and maintain positive relationships with customers, identifying opportunities for business growth, and resolving customer complaints. 
• Escalation Management: Effectively solve ad-hoc customer escalations as needed, interacting with Customer Support, Onboarding and Product to see issues through from start to finish.
• Stakeholder alignment: Ability to assess customers' organizational structure to drive value.
• Self-motivated: Provide proactive outreach and service to assigned book of business. 
• Detail-oriented: Highly organized and systematic, ensuring all issues are managed to completion and leaving things better than they were found.
• Data-driven: Utilize metrics and objective measurements to assess customer success and improvement opportunities.
• Customer Centric: Provide excellent customer experience and be obsessed with providing a positive experience throughout the customer journey. 

Who You Are

Successful candidates will also demonstrate many of the characteristics that our core values represent:

• Build things that matter: 
• You have a love of building something new or improving on current processes and care about making a positive difference.
• We’re all entrepreneurs: 
• You love learning new things and are comfortable working in a startup-like, dynamic environment -- moving quickly, even in the face of ambiguity. You are a self-directed leader who can jump in, structure their own work