Customer Success Manager (Mid-Market)
About Tekmetric
Tekmetric 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 Way
At 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.
At Tekmetric, great work happens anywhere, but great teams are built through intentional connection. We offer hybrid and remote work models based on your proximity to our office hubs. Because we value in-person collaboration, travel is an expected part of every role. We come together several times a year for team and company-wide offsites to align on goals and strengthen relationships. Attendance at these events is expected and fully supported.
What You’ll Do
As a Mid-Market Customer Success Manager (CSM), you’ll own relationships across a strategic book of 40–60 multi-location automotive repair businesses, driving value realization, retention, and expansion. You’ll thrive in a fast-paced, high-growth SaaS environment, balancing hands-on account management with structured process development to help scale our Customer Success motion.
- Own a defined/ named book of 40-60 Mid Market accounts, building long term partnerships and acting as the primary Tekmetric coach and strategic advisor.
- Drive customer results through proactive engagement and success planning
- Partner cross functionally with Onboarding, Support, Product, and Sales to ensure a seamless customer journey.
- Travel to our Multi-Shop Organization (MSO) customers, as needed.
- Assist in building processes and assets that enable Tekmetric to scale the Customer Success organization.
- Proactively identify and mitigate churn, seeking assistance internally as needed.
- Build and cultivate consultative customer relationships with business stakeholders and Onboarding teams to ensure strong product usage and adoption of new product capabilities by customers.
- 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 business
- Represent the voice of your customers in driving product development based on customer issues, requests and feedback
- Lead training and enablement sessions with customer champions to increase adoption of new features and products.
What You’ll Bring
- 3-5 years of Industry experience or B2B SaaS experience, ideally in an early-stage high growth organization, personally working with a book of business of 40-100 accounts.
- Shop Management System experience (preferred)
- Bachelor's Degree (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.
- Stakeholder alignment: Ability to assess customers' organizational structure to drive value.
- Self-motivated: Provide proactive outreach and service to assigned book of business.
- 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.
- Customer Centric: Provide excellent customer experience and be obsessed with providing a positive experience throughout the customer journey.
Why You'll Love Working With Us
Health & Wellness That Have You Covered:
- Enjoy the flexibility of remote work
- Competitive base salaries that reflect your value.
- Generous Paid Time Off, because we know you do your best work when you're well-rested.
- Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones.
- Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
- Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.
Investing in Your Future (and Present):
- 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
- Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
- Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
- After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
- Keep growing with support for continuing education - we’re invested in your development.
Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities!
Tekmetric is an equal opportunity employer. We hire hard working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.