Customer Success Associate (Protractor)

Location: Remote (US); must be reside in Arizona, Connecticut, Florida, Kansas, North Carolina, Oklahoma, Pennsylvania, Texas, or Utah.

Working Hours: This position requires availability Monday through Friday, 8:00 AM to 5:00 PM.

Customer Succes Associate

About Vehlo

We started Vehlo in 2019 with a simple goal: to be the industry’s favorite provider of repair shop technology.

Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We’re out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable - just ask our over 30,000 customers, who generate more than 50M annual repair orders. At Vehlo, our only purpose is your success, and together, we’re reaching your goals faster than ever.

Being a Veep comes with more than a comprehensive benefits package - our biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other.

About This Role

We're looking for a customer-focused professional who is excited to grow their career in Customer Success. This role is ideal for someone with experience in customer support, customer service, technical support, software training, or another customer-facing role who enjoys helping people solve problems and learn new technology.

As an Associate Customer Success Manager, you'll help guide customers through onboarding, software setup, training, and ongoing adoption of the Protractor platform. You'll become a product expert and work closely with automotive repair shop customers to ensure they have a positive experience and are getting value from the software.

This role offers a strong foundation for someone looking to build a career in Customer Success, account management, customer training, or SaaS technology.

While we partner with automotive repair shops, automotive industry experience is not required.

What You’ll Do:

• Welcome new customers and guide them through their onboarding experience.

• Set up new Protractor accounts and databases.

• Configure the Protractor application to align with each customer's business needs and workflow.

• Deliver virtual customer training sessions using Zoom and other remote learning tools.

• Identify key users and stakeholders within each customer account.

• Provide personalized training and guidance on Protractor's features and workflows.

• Conduct follow-up conversations after onboarding to ensure customers are successfully adopting the platform.

• Support a portfolio of customer accounts by maintaining regular communication and serving as a trusted resource.

• Build strong customer relationships by understanding customer goals and proactively addressing questions and concerns.

• Gather customer feedback and share insights with internal teams to help improve the customer experience.

• Help customers maximize the value of Protractor through ongoing education, best practices, and product guidance.

• Identify customer needs and connect them with additional resources or solutions when appropriate.

• Collaborate with teammates across Customer Success, Support, Product, and Sales to ensure customer success.

Travel Requirement: As needed

Duties, responsibilities, and activities may change at any time with or without notice, in accordance with applicable laws.

Qualifications

What You’ll Need:

• 1-3 years of experience in customer support, customer service, technical support, software training, account coordination, or another customer-facing role.

• Demonstrated ability to learn and explain software products to customers.

• Experience conducting virtual meetings, presentations, or training sessions is preferred.

• Strong written and verbal communication skills.

• Strong organizational skills and attention to detail.

• Ability to manage multiple priorities and customer interactions effectively.

• A customer-first mindset with a genuine desire to help people succeed.

• Curiosity and enthusiasm for learning new technologies and becoming a product expert.

• Ability to build rapport and establish trust with customers.

• Comfortable working both independently and collaboratively in a team environment.

Preferred Qualifications:

• Experience working in the automotive or aftermarket industry is a plus.

• Familiarity with software applications, SaaS platforms, or customer-facing technology.

• Strong problem-solving and critical-thinking skills.

• Experience supporting, training, or onboarding customers.

• Ability to adapt and thrive in a fast-paced environment.

• Ability to work effectively in a remote environment.

Eligible employees may receive:

• Medical, dental, vision, and life insurance
• 401(k) with company match
• Paid time off and holidays

Compensation is based on experience, knowledge, and skills and represents a good faith estimate in accordance with applicable laws.

Work Environment & Physical Requirements:

This role may be performed in a remote, hybrid, or office-based environment depending on business needs.

• Ability to remain in a stationary position (sitting or standing) for extended periods
• Ability to operate a computer and standard office equipment (e.g., keyboard, mouse, headset)
• Ability to view and interpret information on a computer screen for extended periods
• Ability to communicate effectively via phone, video, and written communication
• Ability to participate in virtual meetings with or without reasonable accommodation

Remote Work Expectations:

• Maintain a dedicated, safe, and distraction-free workspace
• Reliable high-speed internet connection sufficient for video conferencing and job-related systems
• Ability to maintain productivity in a remote environment
• Must reside in a state where the company is authorized to employ workers

Additional Information:

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
• Employment may be contingent upon a background check in accordance with applicable laws.

Note: This job description is intended to outline the general responsibilities and requirements of the role. It is not an exhaustive list of all duties, tasks, or responsibilities that may be required. Responsibilities and priorities may evolve over time, and the company reserves the right to make changes at any time with or without notice.

Vehlo is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Vehlo makes hiring decisions based solely on qualifications, merit, and business needs at the time.