Strategic​/Enterprise Customer Success Manager

Strategic/Enterprise Customer Success Manager

The Enterprise Customer Success Manager will lead Shopmonkey’s Enterprise customer engagement and growth initiatives. You will play a pivotal role in working with Shopmonkey’s largest customers, ensuring they feel empowered, supported, and thrive in their business while running on our platform. You are responsible for building relationships with corporate customers, franchises, and individual shop staff to drive adoption and engagement with key value‑added products and features.

You will work closely with cross‑functional teams, including Sales, Implementation, Support, Rev Ops, and Product, to make sure the customer is successful throughout their entire journey with Shopmonkey.

• Develop relationships with strategic customers, understand how their shops run, and what makes their business successful
• Manage and check in proactively on a regular cadence to ensure customers maintain high NPS, are engaged, and have a high adoption of Shopmonkey’s offerings
• Use data to drive depth within your book of business, make strategic recommendations, and maintain a cadence of QBRs
• Become a trusted advisor and advocate for customers’ stakeholders and executives
• Manage the payments/billing and administration side of your Book of Business
• Partner with Commercial leaders to drive value‑add upsells, cross‑sells, and successful renewals for both growth and maintaining NRR
• Remove adoption roadblocks by understanding challenges and recommending solutions, driving product value and stickiness
• Become the voice of the customer and represent customer use cases internally
• Travel to customer location(s) for meetings with stakeholders and attend events/trade shows, as required

• Have 4+ years of experience in a Customer Success or Customer Experience role within SaaS
• Ability to project manage and execute tasks at an executive level
• Team player willing to pick up and help others achieve shared goals
• Ability to use Success and Revenue tooling (i.e., Salesforce, Tableau, etc.)
• Have a high EQ and demonstrable empathy. You are relentlessly customer‑focused
• Adapt while in an ever‑growing team and customer base
• Data‑driven decision maker and results orientated
• Balance between thinking strategically with exceptional attention to detail and execution
• Are self‑directed, highly motivated to succeed, and maintain an "always learning" posture
• Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and fast‑paced changes
• Automotive Industry Experience is a plus

In the United States the range is typically an OTE of $125,000 to $135,000 + equity + benefits. The range provided is Shopmonkey’s reasonable estimate of the compensation for this role. The actual amount will be based on job‑related and non‑discriminatory factors such as location, experience, training, skills, and abilities. Consult with your Recruiter during the initial call to determine a more targeted range based on these job‑related factors.

In addition to this base compensation, company stock options and benefits as outlined below are included.

• $20 phone/internet monthly reimbursements
• Virtual activities and in‑person meet‑ups
• Laptop and super rad swag provided
• Unique opportunity:
  This is the best form of hybrid! All teams get to travel and meet up for collaboration at least once/year.

Shopmonkey is committed to building a diverse and inclusive team. We are looking for team members from all backgrounds that are committed to the Shopmonkey mission.

Shopmonkey provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by 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.

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