Essential functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Implementation & Onboarding
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Serve as the primary point of contact from signed contract through full go-live, ensuring a structured and on-time deployment
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Configure and deploy cloud-based software applications to client specifications, including system setup, integrations, and workflow customization
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Gather requirements from stakeholders, document client workflows, and translate business needs into effective software configurations
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Develop and maintain detailed implementation documentation including configuration guides, process maps, and training materials
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Deliver end-user and administrator training tailored to each client’s team and technical proficiency
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Diagnose and resolve technical issues related to setup, integrations, and software functionality during the implementation phase
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Coordinate cross-functionally with Sales, Product, and Engineering to ensure a seamless handoff and accurate expectation-setting
Adoption & Value Realization
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Monitor product usage and adoption metrics post-launch; proactively identify and address underutilization or gaps in training
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Conduct regular check-ins and business reviews to assess customer progress against stated goals
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Provide consultative guidance to help customers optimize their use of the platform and adapt to evolving business needs
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Serve as the escalated point of contact for complex customer issues, coordinating resolution across internal teams
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Communicate customer feedback, feature requests, and recurring pain points to Product and Development teams as the voice of the customer
Retention & Growth
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Own net retention targets for your assigned customer portfolio; proactively manage at-risk accounts and execute tailored save strategies
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Build and maintain trusted relationships with key stakeholders and executive sponsors at each customer account
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Identify and develop upsell and cross-sell opportunities that are grounded in demonstrated customer value, not quota pressure
Repairify, Inc
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Maintain and update customer health scores, account plans, and risk flags in CRM with accuracy and discipline
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Deliver compelling business reviews that connect platform outcomes to the customer’s strategic priorities
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Develop talk tracks, playbooks, and process templates that enable consistent and scalable customer success motion
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Collaborate with Sales and Marketing to support renewals, case studies, and customer advocacy initiatives
Operational & Cross-Functional
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Maintain deep product knowledge across all company offerings and serve as an internal subject matter expert
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Optimize and document internal processes, ensuring consistency and scalability across the team
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Keep leadership informed of customer status, health trends, and portfolio-level risks through regular reporting
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Act as a brand ambassador, representing values and commitment to customer outcomes in every interaction
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Other Duties: Please note this job description is not designed to cover all possible activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Minimum Qualifications:
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3+ years of experience in Customer Success, Account Management, SaaS implementation, Auto dealerships, auto reconditioning process/centers, or a comparable client-facing role, preferably within Automotive.
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Experience in the automotive repair, reconditioning, collision, or mechanical industry
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Demonstrated ability to manage technical implementations from kickoff through go-live
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Strong technical aptitude with the ability to troubleshoot functional issues independently
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Exceptional written and verbal communication skills with the ability to engage effectively at both the end-user and executive level
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Proven track record of owning retention and expansion metrics in a SaaS environment
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Strong project management skills with the ability to manage multiple concurrent implementations and customer accounts
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High School Diploma or equivalent
Preferred Qualifications:
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Bachelor’s degree
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Background in technical support, QA, or software configuration
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Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
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Experience using CRM platforms (Salesforce, HubSpot, or equivalent) for pipeline management, customer health tracking, and reporting
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Familiarity with customer success platforms
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Experience building or refining CS processes, playbooks, or onboarding programs in a scaling SaaS environment
Supervisory responsibilities
This role may have direct or indirect reports as the role dictates
Work environment This job operates in a professional office environment. This role routinely uses standard office equipment such as a computer and phone.
Physical demands This is essentially a sedentary role. Physical requirements include occasional lifting/carrying of 5 pounds; visual acuity, speech, and hearing; hand and eye coordination and manual dexterity necessary to operate a computer keyboard and essential office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment.
Travel required This position requires 30-50% travel.
Work authorization/security clearance requirements
Repairify, Inc
N/A
Affirmative Action/EEO statement
The Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other status protected under applicable federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. The company will also consider qualified applicants with criminal history in a manner compliant with federal, state and local laws.