Customer Success Manager

About Speedpoint

Speedpoint is a leading Shop Management Platform designed for the performance and specialty automotive industry. We provide a comprehensive system for CRM, quoting, scheduling, payments, and reporting, built by enthusiasts for enthusiasts. We are seeking competitive team members to help us innovate in a niche market.

The Role

We are looking for a dedicated Customer Success Manager to ensure the ongoing success of our clients after their initial onboarding. This role involves taking over customer relationships from the implementation team around day 30, becoming the primary point of contact, and fostering long-term value. You will be responsible for customer retention, driving deep product utilization, and efficiently resolving issues to maximize customer benefit from Speedpoint.

Responsibilities

• Take ownership of customer accounts from the Implementation Specialist at the 30-day mark.
• Cultivate strong relationships with shop owners, service managers, and end-users.
• Manage customer retention and renewals, proactively identifying and mitigating churn risks.
• Conduct regular check-ins and business reviews aligned with customer objectives.
• Drive adoption of the Speedpoint Daily Workflow and its core modules (CRM, quoting, scheduling, payments, reporting).
• Monitor customer usage data to identify areas of underutilization and provide proactive coaching.
• Share best practices, workflows, and relevant feature updates tailored to individual customer operations.
• Ensure customers consistently achieve the value they expect from Speedpoint.
• Act as the primary support contact for customer inquiries, issues, and how-to questions.
• Triage and resolve customer problems promptly, escalating technical issues with detailed context to the Product and Engineering teams.
• Provide clear, concise, and efficient support, respecting the time constraints of busy shop staff.
• Maintain accurate customer data in Close CRM, including account health, usage, renewal dates, and notes.
• Track and report on the health and retention of your customer portfolio to leadership.
• Early identification and flagging of risks, trends, and operational blockers.

Requirements

• Proven ability to manage customer relationships and encourage product adoption.
• Experience with light-technical troubleshooting.
• Excellent communication skills, with the ability to explain complex technical concepts clearly and concisely.
• An efficiency-first mindset, understanding the value of time in the automotive sector.
• Proactive problem-solving skills with a strong bias for action.
• Highly organized and accountable, capable of managing a substantial client portfolio effectively.
• Demonstrated consistent work ethic and a strong sense of ownership.
• Experience in customer success, account management, or support within a SaaS environment is preferred.
• Familiarity with CRM tools such as Close CRM, Salesforce, or HubSpot is a plus.
• Experience with payment or telecom dashboards (e.g., Finix, Twilio, Stripe) is advantageous.
• An interest in or familiarity with the automotive service industry is beneficial.
• Comfort working in a fast-paced startup environment is desirable.

Perks

• Competitive base salary of $85,000.
• Employer-paid medical coverage.
• Dental and Vision insurance options available.
• Hybrid work environment with options in Charlotte, NC, or Wilmington, NC.
• Work within Eastern Time business hours.
• Direct access to leadership and opportunities for professional growth within a rapidly expanding company.

Eligibility

Candidates should possess strong relationship management skills, a proactive approach to problem-solving, and an efficiency-first mindset. Experience in SaaS customer success or account management is preferred, as is familiarity with the automotive service industry. A strong work ethic and accountability are essential.

Education Required

Not specified