Customer Success Manager, RepairPal

Yelp is seeking a dedicated Customer Success Manager to support its RepairPal business and provide a high-quality experience for RepairPal Certified shop customers. The role focuses on building customer relationships, training customers on the platform, driving retention and growth, coaching shops, and managing escalations in a remote United States-based position.

Responsibilities:

• You will actively build and maintain relationships through monthly contact and regular check-ins with customers
• You will provide customers with training on RepairPal’s platform
• You will drive customer retention and new business growth by remaining well-versed in program offerings
• You will support and coach shops to handle their own calls and customers, helping them become proactive, successful users and ambassadors of RepairPal
• You will handle escalations and work to prevent cancellations
• You will consult and educate RepairPal Shops by answering a high volume of inbound calls and emails
• You will remain organized and efficient in a fast-paced environment

Requirements:

• You have a GED/HS Diploma and 2+ years of customer-facing experience OR a Bachelor's Degree
• You are technically proficient with computers and information systems
• You have the ability to handle tough conversations with business owners in a professional, solutions-oriented manner
• You have strong verbal and written communication skills
• You excel with problem solving and troubleshooting
• You have excellent time management and organizational skills, with the ability to track and complete numerous tasks simultaneously
• You ideally have experience working in the automotive industry in a shop, dealership, or with an automotive technology company
• You ideally have experience using Salesforce CRM