Company: Speedpoint
Department: Customer Success
Reports to: Director of Customer Success
Location: Remote (US) — Charlotte, NC preferred
Employment Type: Full-time
Compensation: $85,000–$100,000 base
The performance and specialty automotive industry powers a passionate, high-performing segment of the economy — and it deserves software built with the same purpose and craftsmanship its shops bring to every build. Speedpoint is the Shop Management Platform built by people who love this industry, for the shops that drive it — one system for CRM, quoting, scheduling, payments, and reporting. We're building for a space the rest of tech has overlooked, and we're hiring competitive team members who want to help us win.
We’re looking for a Product Support Specialist to own the ongoing success of Speedpoint customers after they go live. This role picks up where our Implementation Specialist leaves off — keeping a pulse on customer health, resolving issues quickly, delivering ongoing training, and catching risks before they become problems. Our customers are busy, hardworking shop owners and managers who don’t have time for slow responses or runaround. You’ll be the person who keeps them successful and loyal to the platform.
Account Health & Retention
Keep a pulse on “Tenant Health” across your book of customers — monitor login frequency, usage patterns, and shifts in customer sentiment
Identify early warning signs of at-risk accounts and proactively reach out before issues escalate
Escalate high-risk situations (refund requests, payment friction, non-responsiveness) to the Director of Customer Success
Act as the first line of defense for customer issues and complaints
Ongoing Training & Enablement
Deliver ongoing training sessions to existing customers on new features, underused functionality, and workflow optimization
Help customers get more value out of Speedpoint by surfacing tools and practices that fit their business
Communicate directly and efficiently — respect the time-starved nature of shop staff balancing service work with software adoption
CRM Integrity & Feedback Loop
Maintain “Source of Truth” accuracy in Close CRM — keep account records, contacts, and integration statuses current as accounts evolve
Document customer feedback, feature requests, and recurring issues so the product and engineering teams can act on them
Partner with the Implementation Specialist on clean hand-offs for newly onboarded customers
Required:
Strong communicator who can build trust with shop owners and managers quickly
Proactive problem solver who spots issues before they become crises
Able to troubleshoot and diagnose software issues calmly under pressure
Efficiency-first mindset — you understand that in the automotive world, time is money
Demonstrates consistent work ethic and ownership
Nice to Have:
Experience in customer success, account management, or technical support for a SaaS product
Experience with CRM tools (Close CRM, Salesforce, or HubSpot)
Comfortable operating in a startup environment where tools and processes are still evolving
Interest in or familiarity with the automotive service industry
High customer retention and satisfaction across your accounts
Early identification of at-risk accounts with clear escalation paths
Customers actively using more of the platform over time, not less
Clean, accurate CRM data that leadership can trust
Continuous feedback loop with product and engineering teams
Base Salary: $85,000–$100,000
Medical: Employer-paid medical coverage
Dental & Vision: Available
Work Environment: Fully remote (US), Eastern time business hours
Growth: Direct access to leadership and opportunity to grow with a fast-moving company
Apply through our Manatal careers portal or email your resume to careers@getspeedpoint.com.