Customer Success Advisor

Job Description

AutoVitals is seeking a Customer Success Advisor to partner with established auto repair shop clients and drive retention, expansion, engagement, and long term success. This role focuses on building strong relationships and delivering ongoing value through strategic guidance and proactive support.

AutoVitals provides a leading SaaS platform designed specifically for independent auto repair shops. Our software helps shops attract and retain customers, improve digital communication, increase operational efficiency, and grow average repair orders. Our mission is to help repair businesses operate more profitably while delivering a better experience to vehicle owners.

The ideal Customer Success Advisor is consultative, outcomes focused, and highly accountable. You bring strong communication skills, a problem solving mindset, and the ability to translate software capabilities into business impact. You take ownership of client relationships, anticipate needs, and are motivated by helping clients achieve sustained growth through effective use of technology.

Responsibilities

• Motivate and coach customers on AutoVitals’ best practices in order to drive optimal engagement and utilization levels;
• Monitor account health and client satisfaction using tools like Gainsight and Salesforce, proactively identifying churn risks and growth opportunities, and developing corrective action plans as needed.
• Facilitate resolution for escalated or on-going technical issues, functioning as the voice of the customer to our cross-functional teams.
• Develop product expertise through on-going training, engagement with fellow team members, and review of collateral and documentation provided by the product and management teams;
• Work with support and product teams to facilitate resolution for escalated or on-going technical issues, functioning as the voice of the customer to our cross-functional teams;
• Provide an exceptional training experience for customers and stakeholders as needed to drive optimal engagement
• Identify common customer challenges to suggest better solutions.
• Partner with AutoVitals’ Account Managers to identify upsell opportunities to drive growth.
• Collaborate with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
• Drive customer referrals, reviews and case studies.
• Other similar responsibilities, as the Company may require from time to time.

Requirements

• 2 to 4 years relevant experience in customer success, consulting or account management; SaaS experience is a benefit.
• Resourceful, self-motivated, proactive team player, adept at time management and prioritization of responsibilities.
• Demonstrated ability to build trust and develop customer relationships, particularly in a distanced work environment.
• Ability to grasp complex technical processes, analyze data sets, and spontaneously discuss benefits with customers.
• Communicates with diplomacy, courtesy and efficacy at all times.
• Thrives in a dynamic and fast-paced environment; acts as a change agent, not a change opponent
• Proficiency in the basics of SalesForce a plus.
• Embodies AutoVitals’ core values: Customer-Focused, Innovative, Impactful, Accountable, and Real
• Must be eligible to work in the United States

Education: 

• Bachelor’s Degree preferred, High School Diploma required.

Benefits

As an AutoVitals employee, you are eligible to participate in a comprehensive benefits package including a Flexible PTO, Medical, Dental, 401(k) with employer match, life insurance, flexible spending plans and lifestyle spending account.