Customer Success Manager

Summary:

Do you value transparency in businesses and want to help those businesses grow? The RepairPal Customer Success team is seeking a dedicated and driven Customer Success Manager to provide a 5-star experience to our RepairPal Certified shop customers! As a member of the team, you will be committed to ensuring the long-term success and growth of our shop customers.

​​This role will support the RepairPal function of our business. Established in 2007, RepairPal connects consumers with certified trustworthy mechanics throughout the United States. Large, trusted companies including USAA, CarMax, and Endurance Vehicle Services send their members and customers to RepairPal Certified shops for high-quality repairs at a fair price. In 2024, RepairPal was acquired by Yelp.

We’d love to have you apply, even if you don’t feel you meet every single requirement in this posting. At Yelp, we’re looking for great people, not just those who simply check off all the boxes. This is a full-time remote role based in the United States.

What you'll do:

• You will actively build and maintain relationships through monthly contact and regular check-ins with customers
• You will provide customers with training on RepairPal’s platform
• You will drive customer retention and new business growth by remaining well-versed in program offerings
• You will support and coach shops to handle their own calls and customers, helping them become proactive, successful users and ambassadors of RepairPal
• You will handle escalations and work to prevent cancellations
• You will consult and educate RepairPal Shops by answering a high volume of inbound calls and emails
• You will remain organized and efficient in a fast-paced environment

What it takes to succeed:

• You have a GED/HS Diploma and 2+ years of customer-facing experience OR a Bachelor’s Degree
• You are technically proficient with computers and information systems
• You have the ability to handle tough conversations with business owners in a professional, solutions-oriented manner
• You have strong verbal and written communication skills 
• You excel with problem solving and troubleshooting
• You have excellent time management and organizational skills, with the ability to track and complete numerous tasks simultaneously
• You ideally have experience working in the automotive industry in a shop, dealership, or with an automotive technology company
• You ideally have experience using Salesforce CRM

What you'll get:

• Effective your first day: Full medical, vision, and dental 
• 15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter), 12 paid holidays, plus one floating holiday
• Up to 14 weeks of parental leave
• Monthly wellness subsidy
• Work from home reimbursement
• Flexible spending account
• 401(k) retirement savings plan
• Employee stock purchase plan
• Compensation range for this position is $62,000 - $72,000 annually. You may also be offered benefits.

Closing:

At Yelp, we believe that diversity is an expression of all the unique characteristics that make us human: race, age, sexual orientation, gender identity, religion, disability, and education — and those are just a few. We recognize that diverse backgrounds and perspectives strengthen our teams and our product. The foundation of our diversity efforts are closely tied to our core values, which include “Playing Well With Others” and “Authenticity.”  We’re proud to be an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability.  Actual salary offered may vary based on multiple factors, including but not limited to, an individual's location and experience.   We will consider for employment qualified candidates with arrest and conviction records, consistent with applicable law (including, for example, the San Francisco Fair Chance Ordinance for roles based in San Francisco, the Los Angeles County Fair Chance Ordinance for roles based in the unincorporated areas of Los Angeles County, and the California Fair Chance Act for roles based in California).  Where required by law, a criminal background check will not be conducted until after a conditional offer of employment is made, and any evaluation of a candidate's criminal background check will be subject to an individualized assessment that takes into account the candidate's specific criminal records and the responsibilities and requirements of the particular role.  We are committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, you may contact us at [email protected] or 415-969-8488.  Note: Yelp does not accept agency resumes. Please do not forward resumes to any recruiting alias or employee. Yelp is not responsible for any fees related to unsolicited resumes. US Recruiting and Applicant Privacy Notice Notice to Washington Applicants - Washington State Fair Chance Act #LI-Remote