Customer Success Manager (SMB)

About TekmetricTekmetric 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 survive. From 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 shop’s vision to the industry’s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. But we’re not just building software. We’re building a movement. We’re 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 WayAt Tekmetric, we’re 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, you’ll feel right at home here.We’re 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 manager’s). This is a place for builders, not bystanders.Success here takes focus, follow-through, and a willingness to roll up your sleeves — but if you’re driven by meaningful work and real results, it’s deeply rewarding. You’ll 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 you’ll thrive. If that energizes you, we can’t wait to meet you.Where We Work: At Tekmetric, great work can happen anywhere — but great teams are built through intentional connection. Our hybrid model means no role is fully remote, offering flexibility while strengthening collaboration and alignment. We host team and company-wide offsites throughout the year to deepen connection and reinforce shared goals. Attendance is expected and fully supported.What You’ll DoAs an SMB Customer Success Manager (CSM), you’ll play a key role in helping hundreds of automotive repair shops succeed with Tekmetric. Working as part of a pooled Customer Success team, you’ll deliver value through digital touchpoints, targeted outreach, and scalable programs that help customers achieve measurable business results.Support a shared book of SMB customers through a mix of digital engagement, proactive campaigns, and targeted 1:1 outreach during key points in the customer journey. Partner cross functionally with Onboarding, Support, Product, Sales, and Marketing to ensure a seamless customer journey.Assist in building processes and assets that enable Tekmetric to scale the Customer Success organization.Leverage data and automation to identify customers who need engagement.Lead outreach calls, webinars, and group trainings to help customers use Tekmetric more effectively and achieve their business goals. Track and monitor all customer issues and requests through resolution, ensuring customers are updated regularly.Ability to identify and effectively communicate trends impacting the assigned book of businessRepresent the voice of your customers in driving product development based on customer issues, requests and feedbackAct as the voice of the customer for the SMB segment to ensure we continue to deliver the value our customers expect. What You’ll Bring2-3 years of B2B SaaS or tech-enabled service experience, preferably in a high-volume, SMB, or digitally scaled Customer Success environment.Shop Management System experience (preferred)Bachelor's Degree or equivalent experience (preferred) Relationship Management: Strong ability to build and maintain positive relationships with customers, identifying opportunities for business growth, and resolving customer complaints. Escalation Management: Effectively solve ad-hoc customer escalations as needed, interacting with Customer Support, Onboarding and Product to see issues through from start to finish.Comfort with data-driven tools and automation using systems like CRM, customer success platforms, and marketing automation to guide actions and measure impact.Detail-oriented: Highly organized and systematic, ensuring all issues are managed to completion and leaving things better than they were found.Data-driven: Utilize metrics and objective measurements to assess customer success and improvement opportunities.Ability to manage time and prioritize across a large customer base, balancing inbou