Manager, Customer Success (SMB & 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 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 shops vision to the industrys leading solution - all by staying true to our values of transparency integrity innovation and a service-first mindset.

But were not just building software. Were building a movement. Were 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.

Working the Tekmetric Way

At Tekmetric were building a culture where winning matters - not for ego but because when our customers win we win together.

We move fast stay curious and take full ownership of our results no excuses no finger-pointing. If you thrive in ambiguity take initiative and view honest feedback as fuel for growth youll feel right at home here.

Were direct but respectful ambitious yet grounded and collaborative at every level. Everyone leads through impact and is encouraged to speak up share ideas and challenge assumptions (even your managers). This is a place for builders not bystanders.

Success here takes focus follow-through and a willingness to roll up your sleeves but if youre driven by meaningful work and real results its deeply rewarding. Youll join a team that cares about the work supports one another and takes smart risks to achieve bold goals. Be yourself stay mission-focused and youll thrive. If that energizes you we cant wait to meet you.

At Tekmetric great work happens anywhere but great teams are built through intentional connection. We offer hybrid and remote work models based on your proximity to our office hubs. Because we value in-person collaboration travel is an expected part of every role. We come together several times a year for team and company-wide offsites to align on goals and strengthen relationships. Attendance at these events is expected and fully supported.

What Youll Do

As the Manager of Customer Success for our SMB and Mid-Market segments your primary mission is to build a high-performing engine of Customer Success Managers. You wont just be managing a team; you will be the lead architect of their growth and the guardian of our customer experience.

While you may jump in to support critical escalations your player days are focused on leadership-led growth. You will coach your team to move beyond reactive support and into proactive consultative partnerships. You will bridge the gap between high-volume efficiency (SMB) and strategic relationship management (Mid-Market) ensuring every CSM has the tools skills and mindset to drive world-class retention.

Leadership & People Development

• Segmented Coaching: Lead a multi-segment team of CSMs by tailoring coaching styles to the segment: driving high-efficiency tactics for SMB and complex multi-threaded relationship mapping for Mid-Market.
• Talent Acquisition: Own the full lifecycle of hiringattracting interviewing and onboarding top-tier CSM talent to stay ahead of company growth.
• Performance Management: Set clear KPIs and hold the team accountable for Net Revenue Retention (NRR) Gross Revenue Retention (GRR) Customer Results and Customer Satisfaction.

Operational Excellence & Scaling

• Dual-Motion Strategy: Refine the high-volume SMB engine to ensure rapid customer results within the first 6 months while simultaneously building the high-touch playbook for multi-location Mid-Market accounts.
• Process Architecture: Design and optimize Success Playbooks including automated health triggers for SMB and proactive value-delivery frameworks for MM ensuring we scale without losing the human touch.
• Data-Driven Voice of Customer: Serve as the primary translator for the customer base; synthesize feedback from thousands of accounts into actionable insights for the Product and Engineering teams to reduce friction.

Cross-Functional Partnership

• Sales Alignment: Partner with Account Executives to ensure a seamless handoff from Closed-Won to First Results
• Technical Advocacy: Work closely with Support and Engineering to unblock technical hurdles that impact the broader SMB/MM segments.

What Youll Bring

• The Experience: 5 years in B2B SaaS Customer Success with at least 2 years of direct people management experience.
• Segment Mastery: Proven track record of managing high-velocity motions (100 accounts per CSM) while simultaneously guiding teams through complex multi-location Mid-Market renewals.
• The Coachs Mindset: You have a proven track record of coaching CSMs and leveling them up into high-performers. You take more pride in your teams promotions than your own.
• Data-Driven Leadership: You are comfortable living in a CS Platform (Vitally) and using data to identify health trends before they become churn problems.
• SMB/MM Fluency: You understand the unique challenge of managing a large volume of customers and know how to prioritize effort based on ROI and risk.
• Agility: You can pivot from a high-level strategic meeting about segment retention to a shadowing session where you listen to a CSMs call and provide real-time feedback.
• Communication: Exceptional ability to translate complex product value into simple relatable outcomes for business owners and stakeholders.
• The First 6 Months Gameplan: Deep understanding of the Time-to-First-Value (TTFV) framework; you have successfully built onboarding or engagement flows that drive rapid product adoption.

Why Youll Love Working With Us

Health & Wellness That Have You Covered:

• Enjoy the flexibility of remote work
• Competitive base salaries that reflect your value.
• Generous Paid Time Off because we know you do your best work when youre well-rested.
• Support for every stage of lifewith paid maternity parental bonding and medical leave for you or your loved ones.
• Comprehensive health benefits including Medical Dental Vision and Prescription coverage. For employee only we offer plans that cover 100% of premiums and we cover 50% of costs for families.
• Prioritizing your mental health: get free confidential counseling through our partnership with BetterHelp.

Investing in Your Future (and Present):

• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
• Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
• Wellness on your terms: get up to $60/month toward fitness mental health or almost anything that helps you feel your best.
• After one year of employment enjoy a $300 home office setup bonus to help make your space work for you.
• Keep growing with support for continuing education - were invested in your development.

Most importantly we have a stellar team of coworkers a really cool office and lots of fun activities!

Tekmetric is an equal opportunity employer. We hire hard working individuals regardless of gender race or color ethnicity or national origin age disability religion sexual orientation gender identity or expression or veteran status. We know that when our employees feel appreciated and included they can be more creative innovative and successful.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation.