What You’ll Do

• Become a Tekmetric Product Expert 
• Provide detailed account walkthroughs and assist many new customers with implementation.
• Clearly communicate account setup requirements and expectations with customers and key stakeholders
• Educate customers on Tekmetric capabilities, and best practices to simplify adoption and align expectations.
• Record customer implementation needs, requests, and questions in Hubspot and communicate to key Tekmetric leadership. 
• Ensure customers receive superior service.
• Collaborate with the sales, customer success, operations, support and engineering teams.
• Leverage feedback for continuous improvement to the onboarding process
• Develop a deep understanding of customers' business and operational objectives.
• Listen carefully to information provided by customers and ask clarifying questions to ensure proper use of Tekmetric. 
• Establish strong relationships with new customer stakeholders and deepen relationships with existing customer stakeholders.
• Run and manage customer data migrations. 

This is an exciting and rewarding role for anyone that wants to develop or even kick-start their career in customer success! There are many opportunities for career development and progression.

What You’ll Bring

• 1-2 years’ experience in Customer Onboarding or a customer facing function. 
• Project Management Skills 
• Track record of proactively resolving escalated client service issues while sharing insights with the organization.
• Experience establishing and growing relationships with all levels within enterprise organizations from Director to C-Suite.
• Ability to improve team processes and direction.
• Work closely with the Customer Success team to solve problems collaboratively.
• Bachelor’s degree Preferred

If you are local to Houston, TX this role has a 3 day per week onsite requirement in our Houston office (Tuesday-Thursday 8am-5pm CST).

What You’ll Do 

• Tackle customer questions head-on with curiosity and enthusiasm — whether it’s over phone, chat, or email — by quickly identifying issues and guiding customers toward effective, satisfying solutions.
• Bring energy and empathy to every interaction, making customers feel heard, valued, and genuinely supported — no matter how complex the challenge.
• Embrace transparency when helping customers navigate product issues by clearly explaining what’s happening and what to expect next.
• Serve as the customer’s voice internally by documenting bugs and collaborating with our development team to advocate for timely fixes and product improvements.
• Keep records sharp and accurate by updating tickets, account details, and communication logs with care.
• Stay sharp on product features, industry trends, and customer service best practices — and bring that knowledge into every conversation.
• Invite feedback from customers with confidence and curiosity, helping us constantly level up our service and product experience.
• Consistently meet or exceed performance goals that help us deliver best-in-class support.
• Jump in to support teammates when needed — we grow stronger together.

This is an exciting and rewarding role for anyone that wants to develop or even kick-start their career in customer success! There are many opportunities for career development and progression. 

What You’ll Bring 

• A minimum of 1 year of experience in a customer-facing role across any industry (e.g., SaaS, hospitality, retail, or service environments)
• Demonstrates high empathy and energy, with a naturally outgoing, customer-centric (hospitality-driven) personality
• Technically curious and forward-thinking, with strong organization and excellent verbal and written communication skills
• Familiarity with basic financial and accounting concepts, with a general business mindset
• Strong empathy for customers AND passion for growth 
• Great interpersonal skills with a problem-solver mentality 
• A high level of energy, drive, enthusiasm, initiative, commitment, integrity and professionalism
• A strong aptitude for quickly building rapport with customers
• A self-starter attitude with solid organizational skills and attention to detail 
• Demonstrated ability to quickly learn and navigate new software and tools
• Background in team sports, college athletics, or other high-performance team settings is a plus
• You balance independent work with a strong presence during in-person collaboration days

What You'll Do

As a Manager of Product Support,  you will lead our Product Support department with the goal of driving successful outcomes and long-term customer satisfaction. As an empathetic and dynamic leader, you will combine business acumen, executive presence, and leadership skills with a pursuit of quality and delivery excellence. You know what it takes to provide world-class customer support, and you can do all the above while keeping an eye on the KPIs and outcomes for your team (including response times, CSAT, NPS, and renewal rates). 

You will be responsible for:

• Maintaining best in class SLA’s for customer support communication channels, including phone, chat, and email
• Establishing quarterly strategy and corresponding KPIs, prioritizing work, and monitoring team performance
• Driving operational efficiencies in support that allow us to continuously resolve prioritized issues faster, more effectively (higher customer satisfaction score), and with fewer resources.
• Managing critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships. 
• Gathering results, analysis, quality control metrics, client feedback, questions, audit results, and other forms of output in order to monitor, manage, and implement additional training and support services as required to ensure the highest quality of services to the customer. 
• Working collaboratively with internal stakeholders such as product, sales, and other departments, along with external partners, to build customer success programs for new product offerings.
• Partnering cross-functionally to ensure milestones and deliverables are met/delivered on-time and within budget.
• Leading collaboration and change management with other teams to ensure support-related requirements are successfully created, defined, and approved

What You’ll Bring

• 3+ years of experience in a leadership role overseeing customer support, preferably in a SaaS environment. 
• Expertise in customer service operations, processes, and infrastructure in support. 
• Experience in addressing customer needs by leveraging AI tools.
• Ability to gain a deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed. 
• Prior success in establishing and analyzing business processes that drove higher business operational efficiencies and customer satisfaction. 
• Experience successfully recruiting, building, training, and promoting world-class teammates.
• Excellent collaboration skills and team focus.
• Zendesk experience is a plus.
• Candidates must be local to Provo/Lehi area and open to working a Hybrid model in the future. 

What You'll Do

As a Manager of Product Support,  you will lead our Product Support department with the goal of driving successful outcomes and long-term customer satisfaction. As an empathetic and dynamic leader, you will combine business acumen, executive presence, and leadership skills with a pursuit of quality and delivery excellence. You know what it takes to provide world-class customer support, and you can do all the above while keeping an eye on the KPIs and outcomes for your team (including response times, CSAT, NPS, and renewal rates). 

You will be responsible for:

• Maintaining best in class SLA’s for customer support communication channels, including phone, chat, and email
• Establishing quarterly strategy and corresponding KPIs, prioritizing work, and monitoring team performance
• Driving operational efficiencies in support that allow us to continuously resolve prioritized issues faster, more effectively (higher customer satisfaction score), and with fewer resources.
• Managing critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships. 
• Gathering results, analysis, quality control metrics, client feedback, questions, audit results, and other forms of output in order to monitor, manage, and implement additional training and support services as required to ensure the highest quality of services to the customer. 
• Working collaboratively with internal stakeholders such as product, sales, and other departments, along with external partners, to build customer success programs for new product offerings.
• Partnering cross-functionally to ensure milestones and deliverables are met/delivered on-time and within budget.
• Leading collaboration and change management with other teams to ensure support-related requirements are successfully created, defined, and approved

What You’ll Bring

• 3+ years of experience in a leadership role overseeing customer support, preferably in a SaaS environment. 
• Expertise in customer service operations, processes, and infrastructure in support. 
• Experience in addressing customer needs by leveraging AI tools.
• Ability to gain a deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed. 
• Prior success in establishing and analyzing business processes that drove higher business operational efficiencies and customer satisfaction. 
• Experience successfully recruiting, building, training, and promoting world-class teammates.
• Excellent collaboration skills and team focus.
• Zendesk experience is a plus.
• Candidates must be local to Houston; this is a hybrid work model with 3 days a week in the office. 

What You’ll Do

As the Manager of Customer Success for our SMB and Mid-Market segments, your primary mission is to build a high-performing engine of Customer Success Managers. You won't just be managing a team; you will be the lead architect of their growth and the guardian of our customer experience.

While you may jump in to support critical escalations, your "player" days are focused on leadership-led growth. You will coach your team to move beyond reactive support and into proactive, consultative partnerships. You will bridge the gap between high-volume efficiency (SMB) and strategic relationship management (Mid-Market), ensuring every CSM has the tools, skills, and mindset to drive world-class retention.

Leadership & People Development

• Segmented Coaching: Lead a multi-segment  team of CSMs by tailoring coaching styles to the segment: driving high-efficiency tactics for SMB and complex, multi-threaded relationship mapping for Mid-Market.
• Talent Acquisition: Own the full lifecycle of hiring—attracting, interviewing, and onboarding top-tier CSM talent to stay ahead of company growth.
• Performance Management: Set clear KPIs and hold the team accountable for Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Customer Results, and Customer Satisfaction. 

Operational Excellence & Scaling

• Dual-Motion Strategy: Refine the "high-volume" SMB engine to ensure rapid customer results within the first 6 months, while simultaneously building the "high-touch" playbook for multi-location Mid-Market accounts.
• Process Architecture: Design and optimize "Success Playbooks," including automated health triggers for SMB and proactive value-delivery frameworks for MM, ensuring we scale without losing the human touch.
• Data-Driven Voice of Customer: Serve as the primary translator for the customer base; synthesize feedback from thousands of accounts into actionable insights for the Product and Engineering teams to reduce friction.

Cross-Functional Partnership

• Sales Alignment: Partner with Account Executives to ensure a seamless handoff from "Closed-Won" to First Results
• Technical Advocacy: Work closely with Support and Engineering to unblock technical hurdles that impact the broader SMB/MM segments.

What You’ll Bring

• The Experience: 5+ years in B2B SaaS Customer Success, with at least 2+ years of direct people management experience.
• Segment Mastery: Proven track record of managing high-velocity motions (100+ accounts per CSM) while simultaneously guiding teams through complex, multi-location Mid-Market renewals.
• The Coach's Mindset: You have a proven track record of coaching CSMs and leveling them up into high-performers. You take more pride in your team's promotions than your own.
• Data-Driven Leadership: You are comfortable living in a CS Platform (Vitally) and using data to identify health trends before they become churn problems.
• SMB/MM Fluency: You understand the unique challenge of managing a large volume of customers and know how to prioritize effort based on ROI and risk.
• Agility: You can pivot from a high-level strategic meeting about segment retention to a "shadowing" session where you listen to a CSM’s call and provide real-time feedback.
• Communication: Exceptional ability to translate complex product value into simple, relatable outcomes for business owners and stakeholders.
• The "First 6 Months" Gameplan: Deep understanding of the Time-to-First-Value (TTFV) framework; you have successfully built onboarding or engagement flows that drive rapid product adoption.

What You’ll Do

As the Customer Education Manager, you will be the bridge between our educational vision and the technology that delivers it. Reporting to the Manager of Customer Training,  you will play a pivotal role in the first half of this year as we roll out our brand-new Learning Management System (LMS).

You aren't just a creator; you are a systems thinker. You will help implement, manage, and optimize our LMS while simultaneously developing high-impact e-learning content for our customers and internal stakeholders (Tek U). This is a highly adaptive role perfect for someone who loves to alternate between the "creative" brain of content design and the "analytical" brain of systems administration.

In this role, you will:

LMS Administration & Support

• Implementation Support: Provide tactical assistance during the setup and rollout of the new LMS, including testing features and uploading initial data.
• System Maintenance: Handle day-to-day administrative tasks within the LMS, such as managing user access, organizing course catalogs, and ensuring the platform remains organized.
• Technical Troubleshooting: Assist customers and internal stakeholders (Tek U) with platform-related issues, ensuring technology hurdles are resolved quickly.
• Data Retrieval: Support leadership by pulling specific data sets and reports from the LMS for analysis.

Content Creation & Maintenance

• E-learning Development: Build e-learning modules and digital courses based on established instructional goals.
• Multimedia Support: Help code, program, and integrate multimedia elements (video, audio, graphics) into the learning experience.
• Content Refresh: Proactively update existing videos and other collateral to ensure all training materials accurately reflect the current Tekmetric product.
• Cross-Functional Collaboration: Work alongside the training team to maintain the video resource library and credentialing programs.

What You’ll Bring

• Experience: 5+ years of experience with at least 2+ years in a SaaS environment within Customer Education, L&D, or Sales Ops.
• Systems Fluency: Previous experience managing or implementing an LMS (e.g., Skilljar, Docebo, Intellum, Thought Industries) is highly preferred.
• Technical Aptitude: Ability to troubleshoot software integrations and a "power user" mentality when learning new platforms.
• Content Flair: Proficiency with e-learning authoring tools (Articulate Rise/Storyline, Camtasia, etc.) and a keen eye for user-centered design.
• Analytical Mindset: Comfortable working with data to tell a story about how our customers are learning.
• Soft Skills: A self-starter attitude with the flexibility to shift from "admin mode" to "creative mode" daily.