*Application instructions at the bottom. Only complete applications will be reviewed. Please complete all steps*
Are you a Service Manager or experienced Service Advisor looking to get out of the shop while staying in the industry? Join ShopView and help heavy-duty repair shops across North America become more efficient.
Benefits
- Work from home position
- 3 weeks paid vacation
- 3 paid sick days
- Company benefit plan, paid for by the company
- Early stage, fast growing tech company
About ShopView
ShopView builds modern shop management software for independent heavy-duty repair shops. Our platform helps shops reduce chaos, improve visibility, save time, and run more efficient businesses without the bloat of legacy systems.
We are an AI-forward team focused on practical tools that help shop owners, managers, and technicians work smarter.
The Role
We are looking for a Shop Client Success Manager to help heavy-duty repair shops get real value from ShopView.
This role requires someone who understands how repair shops operate and knows how to support busy, practical customers. You may have worked inside of a heavy duty or automotive repair shop in the past, and have a deep understanding of the inner workings of a mechanic shop.
What matters most is that you understand the pace, pressure, and workflows of a repair shop, and that you know how to communicate clearly with the people who run them.
You will help new clients launch successfully, guide them through setup and workflow decisions, support adoption, and identify issues before they become bigger problems. You will influence renewals and expansion by making sure clients are supported and getting value from ShopView, but this is not a quota-carrying sales role.
SaaS or Client Success experience is helpful, but heavy-duty repair industry knowledge and strong customer service skills are the priority.
What You Will Do
*In this work from home position, you will spend most of your days using your shop experience working with our customers, while on a computer. It is important that you have strong computer skills and can navigate yourself around efficiency and quickly. You do not need to be a computer wizard, but if you are currently working inside of a shop and working with a shop management system, it is expected that you are somewhat of a power user of the software.
Client Support & Relationship Management
- Own day-to-day relationships with assigned ShopView clients (Heavy duty repair shop managers and owners).
- Support shop owners, service managers, technicians, parts teams, and administrators.
- Understand each client’s workflows, goals, team structure, and pain points.
- Run onboarding calls, adoption check-ins, health reviews, and risk follow-ups.
Onboarding & Adoption
- Support clients from kickoff through go-live.
- Help configure workflows, settings, users, and daily shop processes.
- Deliver product walkthroughs by video call, email, live chat, or screen share.
- Coordinate with internal teams on data migration, training, setup, and launch timing.
- Drive adoption across repair orders, estimates, inspections, parts, billing, reporting, and daily shop workflows.
- Help clients move from “we bought the software” to “our team uses this every day.”
Retention & Account Health
- Monitor account health, usage, support trends, and client sentiment.
- Identify stalled, underutilized, frustrated, or at-risk accounts.
- Create action plans to improve adoption and reduce churn risk.
- Surface renewal risks and expansion opportunities to the Head of Customer Success (Also from the industry).
- Track client activity and risks in CRM or Client Success tools.
Product Feedback & Process
- Become a product expert and guide clients on best practices.
- Translate shop feedback into clear input for Product, Support, Sales, and Leadership.
- Identify repeat issues and help turn them into better training, documentation, workflows, or automation.
- Help build practical CS playbooks for onboarding, adoption, risk mitigation, and renewals.
- Use AI tools to summarize calls, draft follow-ups, improve documentation, and reduce manual admin work.
What We Are Looking For
- Direct experience in the industry, with a strong understanding of repair shop workflows, including repair orders, estimates, inspections, parts, billing, reporting, or daily shop operations.
- Strong customer service experience with practical, time-sensitive, operations-focused customers.
- Comfortable learning software and explaining it simply to non-technical users.
- Strong follow-through, organization, and attention to detail.
- Ability to stay calm, useful, and clear when customers are frustrated or under pressure.
- Comfortable using CRM, support, reporting, customer engagement, or automation tools.
- Comfortable experimenting with AI tools to work faster and document better.
- Startup-ready mindset: adaptable, self-directed, and resourceful.
Nice To Have, But Not Required
- Experience in Client Success, Customer Success, Account Management, Implementation, Support, or a similar customer-facing SaaS role.
- Experience supporting onboarding, adoption, retention, renewals, or account health.
- Experience with shop management systems or other industry software.
- Experience working in an early-stage or high-growth software company.
- Familiarity with HubSpot, Intercom, Vitally, Gainsight, ChurnZero, Notion, Loom, ChatGPT, or similar tools.
Why Join Us?
ShopView is built for the people who keep the world moving: mechanics, shop owners, service teams, and operators who value speed, clarity, and results.
As a Client Success Manager, you will help clients launch, adopt, and get real value from ShopView. You will also help shape the systems, playbooks, and processes our Client Success team uses as we scale.
How to Apply
Please send the following to [email protected]:
- A short introduction email with your CV and/or LinkedIn profile.
- A brief custom-recorded video introducing yourself and also explaining your experience and why you are a strong fit for this role.
Pay: $80,000.00-$100,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- Vision care
Work Location: Remote
