Customer experience manager Jobs in Knoxville, TN

Senior Customer Success Manager

Fully Remote Vehlo HQ - Knoxville, TN 37922; Remote - Knoxville, TN 37922

Description

Sr. Customer Success Manager

About Vehlo:

We started Vehlo in 2019 with a simple goal: to be the industry's favorite provider of repair shop technology.

Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We're out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable just ask our over 30,000 customers, who generate more than 60M annual repair orders, and process over $12B in payments volume annually. At Vehlo, our only purpose is your success, and together, we're reaching your goals faster than ever.

Being a Veep comes with more than a comprehensive benefits packageour biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other.

About the Role:

The Senior Customer Success Manager for our Shop-Ware product is responsible for managing and growing a portfolio of post-onboarding automotive repair shops

What You'll Do:

• Proactive retention managementidentifying churn risks,
• Strengthening customer health by reinforcing product value.
• Executing strategies that improve long-term customer outcomes
• Revenue retention. The Customer Success Manager is directly responsible for protecting recurring revenue across their book of business while driving expansion opportunities through consultative account management.
• This role also supports a portfolio of high-value customers, including multi-shop operators (MSOs) with 210 locations, requiring a higher level of strategic partnership
• Manage more complex customer relationships that require strategic oversight across multiple stakeholders, locations, and operational workflows.

Travel Requirement: less than 5%.

Duties, responsibilities, and activities may change at any time with or without notice, in accordance with applicable laws.

Qualifications

What You Bring:

• 35+ years of experience in Account Management, Customer Success, Retention, or SaaS relationship management.
• Proven success managing customer retention, reducing churn, and protecting recurring revenue in a SaaS environment.
• Experience supporting high-value customer relationships and navigating complex account structures.
• Strong consultative communication skills with the ability to influence stakeholders and lead strategic customer conversations.
• Ability to identify customer risk, develop retention strategies, and drive measurable account outcomes.

Preferred Qualifications:

• Familiarity with automotive repair shop operations, MSO workflows, or shop management software strongly preferred.

Eligible employees may receive:

• Medical, dental, vision, and life insurance
• 401(k) with company match
• Paid time off and holidays

Compensation is based on experience, knowledge, and skills and represents a good faith estimate in accordance with applicable laws.

Work Environment & Physical Requirements:

• Ability to remain in a stationary position (sitting or standing) for extended periods
• Ability to operate a computer and standard office equipment (e.g., keyboard, mouse, headset)
• Ability to view and interpret information on a computer screen for extended periods
• Ability to communicate effectively via phone, video, and written communication
• Ability to participate in virtual meetings with or without reasonable accommodation

Remote Work Expectationsb:

• Maintain a dedicated, safe, and distraction-free workspace
• Reliable high-speed internet connection sufficient for video conferencing and job-related systems
• Ability to maintain productivity in a remote environment
• Must reside in a state where the company is authorized to employ workers
• Must be able to work core hours

Additional Information:

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
• Employment may be contingent upon a background check in accordance with applicable laws.

Note: This job description is intended to outline the general responsibilities and requirements of the role. It is not an exhaustive list of all duties, tasks, or responsibilities that may be required. Responsibilities and priorities may evolve over time, and the company reserves the right to make changes at any time with or without notice.

Vehlo is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Vehlo makes hiring decisions based solely on qualifications, merit, and business needs at the time.