Overview

We are looking for a seasoned VP of Customer Experience that will lead all aspects of post sales related operations, including Customer Implementation, Success, Support, and Training, with cross over into Payments and Enablement departments as well. Our goal is to provide exceptional service to our customers while optimizing product adoption, customer health, and driving value in both growth and retention.

You Will Have The Opportunity To:

  • Lead and scale a world class customer centric org (~50 employees and growing), to ensure our customers achieve their desired outcome
  • Mentor your CX leadership team to focus on employee development, scaling efficiently, and achieving ambitious goals and results
  • Influence key internal stakeholders to build the ideal customer journey and experience, maximizing for revenue growth
  • Increase retention, contract adoption, renewal rates
  • Expand our revenue in accounts through both cross-sell and up-sell opportunities
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Implement customer experience strategies for SMB, mid market, and enterprise shops, and both high and low touch customers, including initial shop onboarding, post sale nurturing, and expansions of customers
  • Drive new business through referrals, advocacy and reference clients across shops types and sizes
  • Optimize the customer lifecycle, and identify opportunities for continuous improvement and iteration

We Are Looking For You If You Have:

  • 10+ years of experience in a Customer Success, Support and/or Implementation leadership role in SMB and Enterprise SaaS, of which 5+ years are in an executive leadership role.
  • Vertical SaaS and Payments depth of experience a key differentiator
  • Strong background of the entire customer journey post-sale, with additional sales experience a plus
  • Experience working in a high-growth, agile environment
  • Strong empathy for customers and passion for driving revenue and growth, including emphasis on reporting, data driven decisions and results oriented performance management
  • Deep understanding of value drivers in recurring revenue business models
  • Thrive in an executive leadership table group approach with high trust, vulnerability, collaboration and accountability to align on a shared strategy
  • Automotive experience and/or passion for the industry is a big plus
  • MBA degree or equivalent

Why Shopmonkey? 

Shopmonkey has become an amazing environment where employees feel that they are valued as people, and not just worker bees. To ensure that our team thrives, we invest in the following perks:

🏡 Fully Remote Work!

  • $1,000 to set up your home office
  • Phone/internet monthly reimbursements
  • Virtual lunch & learns, classes, committees and activities
  • Laptop and super rad swag provided
  • Unique opportunity: This is the best form of hybrid! All teams get to travel and meet up multiple times a year for collaboration. Shopmonkey also hosts an annual company-wide get together we call Rally

💪🏼 Health & Wellness 

  • Medical, dental, vision, and life insurance benefits available from day 1
  • Short term and long term disability
  • Employee assistance program
  • $30 monthly home fitness or gym reimbursements
  • Generous parental leave
  • 401(k) available upon hire

✈️ Time Off 

  • 11 Paid Holidays
    • 10 scheduled holidays
    • 1 floating holiday to observe what is important to you!
  • Flexible Time Off – Take the time off you need!

🥰 Giving Back 

  • Matching donations for approved charitable organizations
  • Group volunteer efforts during work time

🌟 Personal & Professional Development 

  • Active Culture and DEIB co-creation committees that host quarterly events
  • Career development opportunities

Check out our founder’s storylife page, or hear from real employees about what it’s like to work at Shopmonkey.

Join our team of hungry, humble, smart people who love what they do, and change the auto industry by helping every shop thrive.

About the Industry

The US is the second largest passenger vehicle market with more than 260 million registered passenger vehicles, and the global car repair market is estimated to be worth more than $500B. Shopmonkey aims to change the status quo and enable auto shops to become more efficient and give their customers a more delightful experience.

About Shopmonkey

Shopmonkey is the leading auto-repair shop software company; it is a cloud-based solution that helps auto-repair shops consolidate tools, save time, and streamline their entire operation onto a simple, easy-to-use platform.

Headquartered in Silicon Valley and trusted by more than 3,500+ auto shops across the U.S. and Canada, Shopmonkey aims to change the status quo of the global car repair market, estimated to be worth more than $500B.

In 2021 Shopmonkey raised a $75 million Series C, supported by top-tier Silicon Valley venture capital firms Bessemer Venture Partners, Index Ventures, Headline, I2BF, and ICONIQ Growth.

In 2022, Shopmonkey was named #4 on Forbes’ annual ranking of America’s Best Startup Employers list (and #1 in Business Products & Software Services).

Shopmonkey is committed to building a diverse and inclusive team. We are looking for team members that are committed to the Shopmonkey mission. All applicants will be considered for employment regardless of race, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.