What are the responsibilities and job description for the Customer Success Manager (Software / CRM) position at Ceramic Pro?
We are looking for a Customer Success Manager with strong technical and software expertise to help clients maximize the value of own Software (Ceramic Pro Shop Manager). This role focuses on onboarding, training, and ongoing support—ensuring seamless integrations, high adoption rates, and long-term customer satisfaction. You’ll act as the bridge between our software platform and our clients’ business needs, guiding them through implementation and continued success.
Onboarding & Implementation
- Lead virtual onboarding sessions to walk clients through the system, subscriptions, and add-ons.
- Configure accounts and tailor system settings to match client requirements.
- Provide technical guidance on workflows and data migration (if applicable).
Integration & Technical Support
- Set up and support QuickBooks integrations with Shop Manager.
- Run integration calls to connect payment terminals with the system.
- Connect and troubleshoot lead forms from Facebook, websites, and social media platforms.
- Work closely with clients’ IT or admin teams to resolve technical issues quickly.
Customer Success & Adoption
- Conduct regular check-ins to monitor adoption and usage of Shop Manager.
- Provide advanced training on new features, add-ons, and best practices.
- Analyze client usage data to proactively recommend improvements.
- Act as a customer advocate—ensuring feedback is captured and relayed to the product team.
- 2 years of experience in Customer Success, Implementation, or Software Support.
- Strong knowledge of CRM platforms and SaaS integrations.
- Hands-on experience with QuickBooks or financial software integrations.
- Familiarity with API connections, lead form integrations, and payment systems.
- Excellent communication and problem-solving skills.
- Ability to manage multiple accounts/projects in a fast-paced environment.
- Competitive salary
- Opportunities to work with cutting-edge software in the automotive services industry.
- Continuous training and career growth in SaaS and Customer Success.
- A collaborative, tech-driven team culture.