Senior Customer Success Strategist

1 week ago

Houston, Texas, United States Tekmetric Full time
About Tekmetric

Tekmetric is a cloud-based auto-repair shop management system that emphasizes a user-friendly workflow and a contemporary approach to customer service. We prioritize transparency, integrity, and innovation, with a strong commitment to a customer-first mentality.

Founded in Houston, Texas, Tekmetric has been dedicated to delivering reliable and prompt customer service since its inception. As our team expands rapidly, we continue to uphold our core value of listening to our customers.

We are seeking motivated individuals to enhance our industry-leading team. Our focus is on developing software that is more intuitive, creating integrations that simplify our customers' experiences, improving internal processes for smoother operations, and fostering strong partnerships within our industry.

Our customers appreciate our products, and we take pride in serving them. Together, we are on an exciting journey.

Role Overview

As an early member of the new Customer Success Management team, the Enterprise Customer Success Manager (CSM) will thrive in the dynamic environment of a rapidly growing company, contributing to our evolution as we advance to the next phase of our business.

This position will collaborate with various teams, including Onboarding, Customer Support, and Product, to ensure successful customer launches, manage expectations effectively, drive customer outcomes, and promote feature adoption while maintaining long-term relationships as their Tekmetric advisor. You will engage with a diverse array of stakeholders, ensuring top-tier service as the primary contact responsible for customer satisfaction metrics, with a key focus on retention.
  • Oversee the complete customer lifecycle from Onboarding to contract renewal for a designated portfolio of large Mid-Market and Enterprise clients.
  • Identify, nurture, and develop relationships with various stakeholders, from end-users to executive teams, tailored to the specific needs of each customer.
  • Participate in regular customer Tech Committee meetings, representing Tekmetric and providing necessary updates, along with conducting Executive Business Reviews (EBRs).
  • Guide the technical custom development process by identifying requirements and communicating them effectively to internal technical teams.
  • Collaborate across departments to ensure customer feedback is integrated into product development, addressing customer issues and requests.
  • Attend customer-sponsored and Tekmetric-sponsored industry events, representing the Customer Success Management function.
  • Manage escalations for significant customer issues, ensuring timely updates throughout the resolution process.
  • Utilize available tools (e.g., Looker, Hubspot) to identify best practices and opportunities for enhancing production adoption and usage, resulting in time savings or increased ARR for customers.
  • Create training materials and presentations, conducting training sessions for customer champions, trainers, and end-users.
  • Develop and maintain success plans with key stakeholders at both Tekmetric and the customer side.
  • Contribute to the development of processes and resources that support the scaling of the Customer Success organization.
Qualifications
  • 3-5 years of experience in the industry or B2B enterprise SaaS within a high-growth company is highly preferred.
  • Bachelor's Degree is preferred.
  • Willingness to travel approximately 10% of the time.
  • Project Management Professional (PMP) certification is preferred.
  • Relationship Management: Proven ability to build and sustain positive relationships with customers, identifying growth opportunities and resolving complaints.
  • Project Management: Capable of planning and executing customer projects, including launch preparation and collaboration with Product and Development on integration configurations.
  • Stakeholder Alignment: Ability to assess customer organizational structures to drive value.
  • Self-Motivated: Proactive in outreach and service to assigned accounts.
  • Detail-Oriented: Highly organized and systematic, ensuring all issues are resolved completely.
  • Data-Driven: Employ metrics and objective measures to evaluate customer success and identify improvement opportunities.
  • Customer-Centric: Committed to delivering an exceptional customer experience and focused on providing a positive journey throughout.
Who You Are

Successful candidates will embody the characteristics that reflect our core values:
  • Build Things That Matter: You are passionate about creating new solutions or enhancing existing processes to make a meaningful impact.
  • Entrepreneurial Spirit: You enjoy learning and thrive in a fast-paced, startup-like environment, demonstrating self-direction and leadership.
  • Open-Mindedness: You embrace new ideas and are eager to help others realize their visions, displaying intellectual curiosity and strategic analysis.
  • Integrity: You value people and understand that collective success is paramount, maintaining high ethical standards and confidentiality.
What We Offer:

Healthcare Insurance and Leave:
  • Flexible and remote work options.
  • Generous paid time off.
  • Exceptional leave programs for various life events, including maternity, paternity, and medical leave.
  • Comprehensive Medical, Dental, Vision, and Prescription Drug Coverage.
Financial Benefits:
  • 401(k) Retirement Savings Plan with a 6% match.
  • Employer-covered Short-Term Disability, Long-Term Disability, Life, and AD&D Insurance.
  • Up to $60 monthly for wellness-related expenses.
  • Education Assistance for undergraduate, graduate, and continuing education courses.
Most importantly, we have a fantastic team of colleagues, a vibrant office culture, and numerous engaging activities.

Tekmetric is an equal opportunity employer. We are committed to hiring dedicated individuals, regardless of gender, race, ethnicity, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We believe that when our employees feel valued and included, they can be more innovative and successful.

We ensure that individuals with disabilities receive reasonable accommodations to participate in the job application or interview process, perform essential job functions, and enjoy other employment benefits. Please reach out to request accommodations.

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