Customer Success Manager

About the role

This position involves establishing and leading the customer success function at garage. You will be the first dedicated hire in this area, tasked with ensuring an excellent experience for both buyers and sellers while developing scalable systems and standards. This is a hands-on role where you will directly support customers and collaborate with various internal teams.

Key facts

What you'll do

• Develop the core customer success framework, including support workflows, escalation procedures, and content for help centers and knowledge bases.
• Implement scalable processes, tools, and automations to enhance support efficiency and consistency.
• Manage daily customer interactions across phone, email, chat, and text for all users.
• Investigate and resolve customer issues from start to finish, coordinating with other departments as needed.
• Gather customer feedback to identify common issues and suggest product improvements to internal teams.
• Facilitate purchase management by coordinating steps, updates, and internal handoffs to keep transactions moving.
• Define and build the foundational elements for customer success at garage.

Requirements

• At least 3 years of experience in customer success, support, experience, account management, or a similar client-facing role.
• Proven ability to manage customer issues or workflows from initial contact to resolution.
• Excellent written and verbal communication skills for direct customer interaction across various channels.
• Strong organizational skills and the ability to follow through in a fast-paced setting.
• Aptitude for quickly learning new tools, identifying operational gaps, and implementing effective solutions.

Nice to have

• Familiarity with customer support platforms like Intercom, Front, Pylon, or Zendesk.
• Background working at a startup or a rapidly expanding technology company.
• Experience with marketplaces, logistics, payments, procurement, or complex transactions involving equipment.
• Prior work creating help centers, knowledge bases, macros, or internal support documentation.
• Experience improving workflows through automation, AI tools, or system implementation.

Skills & tools

• Customer relationship management
• Workflow development
• Problem resolution
• Communication (written and verbal)
• Process improvement
• Automation
• Intercom (nice to have)
• Front (nice to have)
• Pylon (nice to have)
• Zendesk (nice to have)

Practical notes

This role offers competitive salary and stock options, 100% covered health, dental, and vision insurance, unlimited paid time off, daily meals, a $100 monthly wellness stipend, 401(k) with employer match, pre-tax commuter benefits, bi-annual team offsites, and relocation assistance. You will be among the first 35 employees, working closely with the company founders.