Customer Success Manager

About us

Garage powers the exchange of critical assets across America’s essential industries. We started with fire departments, where purchasing mission-critical vehicles and equipment used to take months of paperwork, phone calls, and delays. Our agentic platform automates the entire transaction: discovery, payments, freight, paperwork, warranty, and financing. What once took months now takes minutes.

In under a year, we’ve expanded to cities and towns in all 50 states and grown revenue more than 10x. Based in New York, we’ve raised $18M from Y Combinator, Initialized Capital, Infinity Ventures, FJ Labs, and other leading investors. We’re moving fast, growing quickly, and just getting started.

About the role

We’re looking for a Customer Success Manager to build and own the customer success function ’ll be the first dedicated customer success hire, responsible for delivering an excellent experience to the buyers and sellers who use Garage while building the systems, workflows, and standards that let us scale.

This is a hands-on, high-ownership role. You’ll support customers directly across phone, email, chat, and text; help resolve transaction issues; partner closely with Operations, Product, Finance, and Go-to-Market; and turn recurring customer needs into better processes, documentation, automation, and product feedback.

You’ll be a strong fit if you’re excited to both work directly with customers and build the foundation of a function from the ground up.

In this role, you will:

• Build Garage’s customer success operating system, including support workflows, escalation paths, response standards, internal documentation, Help Center content, macros, and knowledge-base resources.

• Create scalable processes, tooling, and automations that make support faster, more consistent, and easier to manage as Garage grows.

• Own the day-to-day customer experience across phone, email, chat, and text for buyers and sellers.

• Triage, investigate, and resolve customer issues end-to-end, escalating across Operations, Product, Finance, or Go-to-Market when needed and staying accountable through resolution.

• Build voice-of-customer insights by identifying patterns in customer questions, pain points, and product friction, then translating those insights into clear recommendations for internal teams.

• Support purchase management workflows by coordinating next steps, customer updates, and internal handoffs that keep transactions moving.

• Define what great customer success looks like at Garage and build the foundation for the function we’ll scale from.

What we’re looking for

• You have owned meaningful customer relationships or customer workflows before and are ready to build the function, not just operate inside one.

• You are highly organized and can manage multiple customer issues, internal handoffs, and process improvements at the same time.

• You know how to bring structure to ambiguity by creating processes, automations, tools, and documentation that help a support system scale.

• You have strong judgment: you know when to solve independently, when to escalate, and how to keep customers informed.

• You look for root causes and repeatable fixes rather than only answering one-off questions.

• You are a quick learner who can understand new tools, spot operational gaps, and implement practical solutions quickly.

Required

• 3+ years of experience in customer success, customer support, customer experience, account management, operations, or another customer-facing role.

• Experience managing customer issues or customer workflows from intake through resolution.

• Strong written and verbal communication skills, including comfort communicating directly with customers across multiple channels.

• Strong organizational skills and follow-through in a fast-moving environment.

• Ability to learn new tools quickly, bring clarity to ambiguous workflows, and implement new processes as the company scales.

Nice to have

• Experience using customer support or customer success platforms such as Intercom, Front, Pylon, Zendesk, or similar tools.

• Experience at a startup or high-growth technology company.

• Experience with marketplaces, logistics, payments, procurement, equipment, or…