Director, Customer Success – Bay Area, California

Hybrid Full TimeRemote Full TimeMorgan Hill, CA, United States (Remote)Shopmonkey

As Director of Customer Success in the greater Bay area, you will be accountable for leading a Customer Success function which drives adoption, retention, and facilitating expansion opportunities. You will enable your team to build strong relationships both at scale and 1:1 – from independent auto shops to multinational Enterprises. Your leadership and innovation will shape the trajectory and cast a vision for the Customer Success Department. Please note this is a hybrid role, with in-office expectations on Tuesdays and Thursdays in a Mill Valley, California WeWork office. 

You will have the opportunity to:

  • Lead a team of high performing Customer Success Managers who support Shopmonkey customers across all segments (SMB to Enterprise); both amplifying accomplishments and coaching constructively to drive improvements
  • Set and deliver on KPIs focused on engagement, retention, team activity, and customer satisfaction
  • Serve as a key cross functional partner of the Sales & Marketing, Product & Engineering & Design, Finance, and People teams
  • Deliver ongoing strategic plans for Customer Success that map to company and departmental focus areas
  • Partner with Finance and the Executive Leadership team to define resource and budget needs
  • Build our customer success strategy, including programs, playbooks, and success plans that nurture and expand relationships with end-users and improve customer health
  • Define and report on customer account health metrics and effectively communicate how the data will inform the strategy moving forward
  • Build and nurture strong relationships with Enterprise customers
  • Set processes and develop content that enables Customer Success to serve as the voice of the customer inside Shopmonkey

We are looking for people who have:

  • 10+ years of high growth experience, with Customer Success domain expertise a plus
  • 5+ years of management experience; potential to grow
  • Experience in Vertical SaaS and/or the automotive industry a plus
  • Experience in serving both SMB and Enterprise customers
  • Can set a firm strategy and plan to outline large scale strategic initiatives with a critical focus on recurring revenue metrics to measure and monitor the success of the Customer Success team
  • Outstanding written and verbal communication skills
  • Operates with a growth mindset, constantly seeking out and receiving constructive feedback on behalf of themselves and their teams
  • Has a sharp analytical mind: All your decisions are data-driven; you ask deep questions and find creative ways to learn at a rapid pace
  • Outstanding written and verbal communication skills
  • Operates with a growth mindset, constantly seeking out and receiving constructive feedback on behalf of themselves and their teamsHas a sharp analytical mind: All your decisions are data-driven; you ask deep questions and find creative ways to learn at a rapid pace

In the United States the range is typically a salary of $147,000 to $170,000 + 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 the United States, and employment status):

🏡 Fully Remote Work!

  • $1,000 to set up your home office
  • $20 phone/internet monthly reimbursements
  • Virtual activities and in-person meet-ups
  • Laptop and super rad swag provided
  • Unique opportunity: This is the best form of hybrid! All teams get to travel and meet up for collaboration at least once/year. Shopmonkey also hosts an annual company-wide get together we call Rally

💪🏼 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
  • 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

🌟 Personal & Professional Development

  • Weekly internal product & company training sessions
  • Monthly events & education activities focused on DEIB, personal and/or professional development
  • Individual career progression plans and leadership/management training

Check out our founder’s storylife page, or hear from real employees about what it’s like to work at Shopmonkey.

Join our team of hungry, humble, smart people 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 global car repair market, estimated to be worth more than $500B.

In 2021 Shopmonkey raised 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 #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 and 2024.

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 [email protected]

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