Customer Success Manager

LOCATION: Austin, Texas (in-person by June 2026)

DEPARTMENT: Sales

OPEN ROLES: 1

Target Start:  ASAP

COMPANY OVERVIEW

Detect Auto is building the operating system for modern auto repair shops. We're an AI-powered software company focused on revolutionizing the efficiency and performance of auto repair shops. Our platform is the engine that automates routine tasks, giving mechanics, service advisors, and shop owners more time in the repair bay and less time in front of a screen.

We’re a seed-stage startup with impressive traction, having gone from 0 to 7-figure ARR in the last 12 months with no formal sales team. With recent funding from top VCs to scale, we're growing rapidly. We're currently a small, focused team and plan to scale from approximately 18 employees to 25 or more over the next 12 months. Joining now means having a direct, foundational impact on how the company, product, and culture scale.

MISSION OF THE ROLE: THE VALUE DRIVER & DEFENDER

The Customer Success Manager is the primary revenue defender and growth driver for Detect Auto's customer base. You will own the post-sale customer journey end-to-end, from successful onboarding and driving product adoption to value realization, expansion, and ultimately, renewal. 

Your mission is to build strong, high-value relationships that lock in Net Revenue Retention (NRR) and logo retention. You will proactively manage risk, drive measurable customer outcomes, and serve as the fiercest advocate for the customer experience within Detect Auto, scaling all Customer Success processes to support hyper-growth.

LOCATION AND WORK ARRANGEMENT

• Work location: Austin, Texas
• Work type: In person, full time
• Remote flexibility: Remote work is permitted initially. Relocation to Austin is required by June 2026 to help build our on-site team and culture.
• Relocation: Detect Auto may offer a relocation stipend to support the move to Austin.

KEY RESPONSIBILITIES: OWN THE OUTCOMES

Team Leadership & Development: Build a Championship Team

• Lead, mentor, and manage a team of 3-4 Customer Success Associates (CSAs)—you are the coach and the driving force.
• Conduct weekly 1:1s and performance reviews to demand continuous improvement in customer conversation and professional skills.

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• Own the interview and training process for new CS team members.
• Act as the primary, high-stakes escalation point for critical customer issues—you resolve it.

Customer Onboarding & Management: Drive Velocity and Value

• Own the end-to-end post-sale onboarding and implementation for all customers, including enterprise accounts, defining non-negotiable success criteria and timelines.
• Master the scaled approach to manage an assigned book of approximately 400 auto repair shops.
• Ruthlessly monitor product usage and customer health; execute playbooks for proactive, high-leverage outreach and aggressive risk identification.
• Build and maintain strong, executive-level relationships with key customer stakeholders through consistent, high-impact check-ins.

Value Realization & Growth: Unlock Expansion

• Lead Quarterly Business Reviews (QBRs) to demonstrate clear, undeniable ROI, share insights, and align on future goals.
• Translate usage data into clear ROI stories that resonate with shop leadership.
• Identify and aggressively progress upsell/cross-sell opportunities in partnership with Sales—you drive expansion.

Retention & Operations: Defend the Base

• Own all renewal processes, including proactive risk assessment and mitigation plans.
• Track and forecast churn risk within the CRM. Monitor Stripe for churn signals.
• Ensure consistent, impeccable execution of CS playbooks and maintain high CRM hygiene, relentlessly monitoring overdue activities and deal status.
• Work cross-functionally with Support, Product, and Sales to resolve issues with urgency and drive retention.
• Use Hubspot and Linear to track activities and make data-supported decisions on segmentation and focus areas.
• Provide structured, candid customer feedback to Product and Operations to influence the roadmap and internal processes—you have a voice in the strategy.

Training & Travel

• Deliver high-impact remote and in-person training sessions (refreshers, new feature rollouts).
• Contribute to the development of world-class training materials and help content.
• Travel expected for 3-6 conferences per year (2-4 days per event) focused on customer engagement and booth management, with occasional team-related travel.

WHAT YOU BRING

• 2+ years customer-facing (CS, AM, Sales), preferably B2B SaaS.
• 1+ years leadership/mentorship experience (managing/coaching).
• High NRR and low churn track record—you have the numbers to prove it.
• Proven ability to own and scale post-sale customer processes (onboarding to renewal).
• Excellent, persuasive communication/presentation skills, C-suite rapport building.
• Strong analytical skills for customer usage data/health scores—you are data-driven.
• Proficiency with CRM (HubSpot, Salesforce) and CS platforms (Gainsight, Catalyst).
• Bachelor's degree or equivalent practical experience.

Bonus

• Experience in automotive repair, dealership, or aftermarket industry.
• Experience with high/low-touch CS models (enterprise/scaled).
• Proven ability to manage cross-functional projects (Product, Sales, Support).
• Hands-on experience implementing/managing CS platforms (Gainsight, Catalyst, ChurnZero).
• Familiarity with data analysis/visualization tools (Metabase, Tableau, Looker).
• Experience at an early-stage or high-growth startup—you know how to build.

PERSONAL ATTRIBUTES: THE NON-NEGOTIABLES

• Customer Obsession: You live and breathe the auto repair shop world. You are relentlessly driven to understand and solve customer problems.
• Proactive & Results-Oriented: Self-starter who is laser-focused on the number. You anticipate risks, aggressively identify growth opportunities, and are maniacally focused on measurable outcomes (NRR, retention, time-to-value). You own the result.
• Servant Leader: You empower and inspire your team to outperform. You foster continuous improvement and psychological safety while demanding accountability.
• Process-Minded: You think like an architect and build durable, scalable systems. You create repeatable, efficient playbooks that can sustain 5x growth.
• Commercially Astute: You connect customer value directly to business results. You are confident and persuasive when discussing pricing, renewals, and expansion.
• Highly Communicative: You articulate complex ideas with precision and persuasive force internally (Product/Sales) and externally.
• Adaptable & Resilient: You thrive in the chaos of a fast-paced, ambiguous startup and remain highly effective during high-stakes escalations.

COMPENSATION AND BENEFITS

• Base salary range: 85,000 to 95,000 USD annually, depending on experience and location.
• Performance based variable compensation opportunity, tied to retention, expansion, and customer success outcomes. Details will be discussed during the interview process.
• Full time role with benefits beginning on day one of employment.
• Health benefits: Detect Auto offers health care coverage with an employer contribution toward premiums for the employee and eligible dependents.
• Additional benefits are provided in line with company policy.
• Expected travel: Approximately 5 to 20 percent of business day.

REPORTING STRUCTURE

• Reports into the Chief Revenue Officer or VP of Sales.
• Works closely with Sales, Product, and Support.

EQUAL OPPORTUNITY

Detect Auto is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.