Senior Customer Success Manager

Vehlo is a provider of repair shop technology, focusing on software and financial solutions for the auto repair industry. The Senior Customer Success Manager is responsible for managing and growing a portfolio of post-onboarding automotive repair shops, ensuring customer retention and driving revenue expansion through strategic account management.

Responsibilities:

• Proactive retention management—identifying 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 2–10 locations, requiring a higher level of strategic partnership
• Manage more complex customer relationships that require strategic oversight across multiple stakeholders, locations, and operational workflows

Requirements:

• 3–5+ 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
• 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
• Must reside in a state where the company is authorized to employ workers
• Must be able to work core hours
• Familiarity with automotive repair shop operations, MSO workflows, or shop management software strongly preferred