Customer Success

5 days ago

Port Huron, Michigan, United States Towbook Management Software Full time

About Towbook

Towbook is the industry-leading cloud-based software solution built for the towing and roadside assistance world. We empower businesses to streamline dispatch, billing, and customer service—driving efficiency and profitability. As a mission-driven team, we prioritize integrity, empathy, and excellence in every customer interaction.

Our Customer Success Team (CST) is at the heart of that mission, partnering with customers through onboarding, training, account success, and long-term growth.

Why This Role Matters

You will be the bridge between Towbook and the hardworking professionals who rely on our software daily. From initial onboarding to retention and growth, your work will ensure customers get the most value from our platform and stay with us for the long haul.

If you are someone who thrives in fast-paced environments, loves building relationships, and is passionate about helping businesses succeed, you will love it here.

What You Will Do

Participate in two focus areas within our Customer Success Team:

  1. Relationship Management

  2. Serve as the main point of contact throughout-onboarding

  3. Deliver structured training and hands-on guidance
  4. Monitor engagement and customer health

  5. Help customers achieve their goals using Towbook

  6. Retention & Growth

  7. Identify risks early and re-engage inactive accounts

  8. Lead milestone check-ins (30, 90, 180, 365 days)
  9. Recommend advanced features and workflows
  10. Host QBRs with high-value accounts

Success Metrics

Your performance will be measured by key indicators such as:

  • Trial-to-paid conversion
  • Customer retention and satisfaction (CSAT, NPS)
  • Net revenue retention
  • Engagement scores (login frequency, feature usage, support activity)

What You Bring

  • Excellent communication, listening, and problem-solving skills
  • Empathy and a customer-first mindset
  • Ability to manage multiple accounts and tasks with urgency
  • Comfort using platforms like Slack, Outlook, CRM tools, and internal software
  • Experience in SaaS, towing, or field services (bonus)

Why Join Towbook?

We are not just a software company. We are an extension of the towing industry and we care deeply about our customers and each other. Here, your ideas are welcomed. Your impact is real. Your career path is yours to grow.

We offer:

  • A collaborative, fast-moving culture
  • A mission that matters
  • A team that's got your back

Ready to Apply?

Submit your resume and a quick note telling us why you are excited about this role and how you have made customers successful in the past.

Towbook is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Pay: From $17.00 per hour

Expected hours: No less than 40 per week

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance
  • On-the-job training
  • Paid time off
  • Parental leave
  • Referral program
  • Vision insurance

Work Location: In person

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