Customer Success Lead, SMB

What We Do:

At Autura, we're revolutionizing the towing and recovery industry with cutting-edge software that makes a real difference for our customers. From towing service providers to local governments, our tools—like Towing Management Systems, ARIES Dispatch, and Impound solutions—are designed to simplify operations, boost safety, and drive success. Joining Autura means being part of a team that's passionate about innovation, collaboration, and making the world a little safer and smarter every day. Ready to help us pave the way?

About the Role:

As the Customer Success Lead, SMB at Autura, you will pioneer our customer success function focused specifically on our small and medium-sized business customers. In this role, you'll build a data-driven approach to customer engagement that proactively identifies opportunities to deliver value, reduce churn, and drive growth. You'll leverage customer insights including sentiment analysis, product usage metrics, and NPS scores to create meaningful, timely interactions with customers. This position will initially serve as a senior individual contributor role but will grow into building and leading a dedicated customer success team as we scale.

What You'll Be Doing:

• Develop and implement a comprehensive customer success strategy for our SMB segment, with the primary goal of driving improved customer and revenue retention
• Create a proactive engagement model that uses data insights as triggers for meaningful customer interactions
• Analyze customer sentiment, product usage metrics, NPS scores, and other indicators to identify at-risk accounts and growth opportunities
• Build scalable processes that maximize the efficiency of customer success efforts across our SMB customer base
• Partner with Product, Support, and Sales teams to ensure a cohesive customer experience throughout the customer lifecycle
• Identify expansion opportunities within existing accounts, recognizing that our current customers represent our most efficient path to growth
• Develop success metrics and reporting frameworks to measure the impact of customer success initiatives
• Serve as the voice of the SMB customer within the organization, advocating for their needs and communicating valuable insights to internal teams
• Establish best practices that will become the foundation for a growing customer success function
  
  

About You:

• 5+ years of experience in customer success, account management, or similar customer-facing roles, preferably in a B2B SaaS environment
• Experience in working with towing, industrial services and SLED customers to implement and adopt technology
• Strong track record of reducing churn and driving revenue growth through existing customer relationships
• Experience working with SMB customers and understanding their unique challenges and needs
• Data-driven mindset with ability to interpret customer metrics and translate them into actionable strategies
• Excellent communication skills with the ability to engage effectively with customers and cross-functional internal teams
• Familiarity with customer success platforms, CRM systems, and analytics tools
• Experience building scalable processes that can be implemented across a growing customer base
• Self-starter mentality with the ability to thrive in ambiguity and establish new functions
• Passion for customer advocacy and delivering exceptional customer experiences
  
  

Autura is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. We purposefully cultivate a workplace where team members can thrive authentically and tenaciously to innovate, grow, and achieve both individual and shared goals. We recognize that creating an inclusive environment requires continuous effort and a willingness to adapt. As we continue to grow, we will proactively adapt our practices to embrace the diverse future ahead, promoting a culture of opportunity for all.

Equal Opportunity Employer:

We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.