Senior Customer Success Manager

Overview

Summary/objective

Mobile Tech RX is the leading business management platform for automotive reconditioning companies, serving thousands of businesses across PDR, paint touch-up, wheel repair, detailing, and ADAS calibration. As we continue to grow, we are establishing a Customer Success function and seeking an experienced, entrepreneurial Senior Customer Success Manager to build and lead it. As the founding member of the Customer Success team, the Senior Customer Success Manager (CSM) builds and executes the customer success strategy from the ground up.

This is a hands‑on role: the CSM owns both strategy and execution, personally managing key customer relationships while creating scalable processes, metrics, and programs that drive retention and growth across thousands of customers. As the function matures, the CSM will have the opportunity to help shape and grow the team. The CSM forms direct relationships with customers, ensures they realize value from the platform, and serves as the voice of the customer across the business.

The Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other status protected under applicable 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.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Design and implement Mobile Tech RX’s customer success processes and playbooks.
• Develop customer lifecycle programs, including onboarding, adoption, retention, and renewal strategies.
• Define customer health scores and at‑risk indicators that proactively identify churn risk.
• Create reporting and dashboards that provide visibility into customer engagement and retention trends.
• Recommend and implement tools, systems, and workflows that support a scalable customer success operation.
• Partner with Product, Sales, Support, and Marketing to deliver a consistent customer experience.

• Serve as the primary relationship owner for enterprise customers.
• Conduct regular business reviews and strategic check‑ins.
• Understand customer goals and ensure they realize value from the platform.
• Identify expansion opportunities and coordinate with Sales when appropriate.
• Act as the voice of the customer by communicating feedback and feature requests internally.

• Develop automated customer engagement programs for thousands of SMB customers.
• Create meaningful customer segments and communication strategies.
• Monitor customer health and usage patterns to identify at‑risk customers.
• Proactively engage customers through phone, email, text, and in‑app messaging to improve retention and product adoption.
• Design and execute customer education campaigns that encourage feature usage and best practices.
• Own churn prevention efforts and continuously refine strategies based on results.

• Collect customer feedback and identify trends that influence product decisions.
• Partner with Product and Engineering to ensure customer needs are represented.
• Measure and report on customer retention, engagement, expansion, and satisfaction metrics.
• Identify opportunities to improve onboarding, adoption, and the overall customer experience.

Please note this job description is not designed to cover all possible activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• Gross revenue retention and net revenue retention
• Customer churn rate
• Product adoption and engagement metrics
• Customer health score improvements
• Expansion revenue and upsell opportunities
• Customer satisfaction (CSAT) and Net Promoter Score (NPS)
• Enterprise customer retention
• T…