Customer Success Manager, Senior (Shop-Ware)

Senior Customer Success Manager (Shop-Ware)Fully Remote • Dallas, TXJob DescriptionThe Senior Customer Success Manager for our Shop-Ware product is responsible for managing and growing a portfolio of post-onboarding automotive repair shops.What You'll Do:Proactive retention management—identifying churn risksStrengthening customer health by reinforcing product valueExecuting strategies that improve long-term customer outcomesRevenue retention. The Customer Success Manager is directly responsible for protecting recurring revenue across their book of business while driving expansion opportunities through consultative account management.This role also supports a portfolio of high-value customers, including multi-shop operators (MSOs) with 2–10 locations, requiring a higher level of strategic partnershipManage more complex customer relationships that require strategic oversight across multiple stakeholders, locations, and operational workflows.Travel Requirement: less than 5%.QualificationsWhat You'll Bring:3–5+ years of experience in Account Management, Customer Success, Retention, or SaaS relationship management.Proven success managing customer retention, reducing churn, and protecting recurring revenue in a SaaS environment.Experience supporting high-value customer relationships and navigating complex account structures.Strong consultative communication skills with the ability to influence stakeholders and lead strategic customer conversations.Ability to identify customer risk, develop retention strategies, and drive measurable account outcomes.Preferred Qualifications:Familiarity with automotive repair shop operations, MSO workflows, or shop management software strongly preferred.Eligible employees may receive:Medical, dental, vision, and life insurance401(k) with company matchPaid time off and holidaysCompensation is based on experience, knowledge, and skills and represents a good faith estimate in accordance with applicable laws.Work Environment & Physical Requirements:Ability to remain in a stationary position (sitting or standing) for extended periodsAbility to operate a computer and standard office equipment (e.g., keyboard, mouse, headset)Ability to view and interpret information on a computer screen for extended periodsAbility to communicate effectively via phone, video, and written communicationAbility to participate in virtual meetings with or without reasonable accommodationRemote Work Expectations:Maintain a dedicated, safe, and distraction-free workspaceReliable high-speed internet connection sufficient for video conferencing and job-related systemsAbility to maintain productivity in a remote environmentMust reside in a state where the company is authorized to employ workersMust be able to work core hoursAdditional Information:Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.Employment may be contingent upon a background check in accordance with applicable laws.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.