Customer Success Associate

LOCATION: Austin, Texas (in-person by June 2026) DEPARTMENT: Customer Success OPEN ROLES: 2 Target Start: April 2026 COMPANY OVERVIEW Detect Auto is building the operating system for modern auto repair shops. We're an AI-powered software company focused on revolutionizing the efficiency and performance of auto repair shops. Our platform is the engine that automates routine tasks, giving mechanics, service advisors, and shop owners more time in the repair bay and less time in front of a screen. We’re a seed-stage startup with impressive traction, having gone from 0 to 7-figure ARR in the last 12 months with no formal sales team. With recent funding from top VCs to scale, we're growing rapidly. We're currently a small, focused team and plan to scale from approximately 18 employees to 25 or more over the next 12 months. Joining now means having a direct, foundational impact on how the company, product, and culture scale. MISSION OF THE ROLE: THE VALUE MULTIPLIER The mission of the Customer Success Associate is to serve as the retention engine and value multiplier for Detect Auto. This is a high-ownership, metric-driven role focused on guaranteeing meaningful business outcomes, securing loyal customer advocacy, and driving expansion. After an account is sold, the CSA leads onboarding, adoption, and ongoing relationship management, with a foundational focus on maximizing retention and revenue growth. LOCATION AND WORK ARRANGEMENT Work type: In person, full time Remote flexibility: Remote work is permitted initially. Relocation to Austin is required by June 2026 to help build our on-site team and culture. Relocation: Detect Auto may offer a relocation stipend to support your move to Austin. If a stipend is provided, it will be subject to repayment if the employee leaves the company voluntarily or is terminated for cause within the first 12 months of employment. KEY RESPONSIBILITIES Onboarding & Implementation: Drive Immediate Value Own the critical first 90 days of the customer lifecycle, including for enterprise and multi-location groups. Drive immediate value realization by defining and relentlessly hitting activation milestones, configuring workflows, coordinating integrations, and ensuring seamless user adoption. Adoption & Relationship Management: Scale and Mitigate Manage a high-volume book of business (approx 400 accounts) with a data-driven, scaled approach. Proactively monitor usage metrics via Metabase/dashboards and execute targeted, data-backed playbooks to rapidly engage and mitigate risk for at-risk customers. Value Realization & Expansion: Prove and Multiply ROI Prove and multiply customer ROI. Lead structured Quarterly Business Reviews (QBRs) to candidly and quantitatively prove value , share insights, and align future goals. Act as an expansion hunter , partnering with Sales to identify and drive upsell/cross-sell opportunities (e.g., new locations, feature adoption). Renewals & Churn Prevention: Own the Number Own the retention number. Aggressively track, forecast, and execute proactive mitigation strategies for churn risk. Drive commercial coordination and work cross-functionally (Support, Product, Sales) to guarantee the renewal outcome. Data, Tooling, & Process Improvement: Be a Foundational Builder Be a foundational builder of our CS operations. Leverage Hubspot (CRM) and Linear (PM/issue tracking) to ensure impeccable customer hygiene and drive data-supported account segmentation. Contribute structured field feedback to directly influence the product roadmap and operational scaling playbooks. Enablement & Training: Domain Expert & Ambassador Deliver impactful remote and in-person training (refreshers, new features). Help develop/improve high-quality training materials and documentation. Travel expected, primarily 3-6 industry conferences per year (2-4 days/event) to represent Detect Auto as a domain expert , driving customer engagement and product adoption. WHAT YOU BRING 1+ years in B2B SaaS Customer Success, Account Management, or client-facing role, or a strong desire to transition into CS with proven enthusiasm and eagerness to learn. Experience managing many small to mid-sized accounts. A proven history of owning and exceeding targets for adoption, renewals, and expansion— you are not a support agent, you are a growth driver. Comfortable using data (dashboards, segmentation, health metrics) for decision-making. Proficiency with CRM and workflow tools (e.g., Pipedrive, HubSpot, Salesforce). Ability to quickly learn and use new tools (e.g., Linear, Metabase). Strong verbal/written communication, explaining technical concepts practically. Highly organized, able to prioritize a large book of business and manage multiple projects. Willingness to learn the automotive industry and speak credibly with industry stakeholders. Bonus Experience with automotive, auto repair, or field service customers. Prior experience at an early-stage or high-growth startup. Experience running structured QBRs or executive business reviews. Background working with analytics/BI tools (e.g., Metabase, Looker). WHO YOU ARE The right person for this role will resonate with our cultural principles and enjoy working in a fast moving startup environment. We are looking for someone who: Owns the Outcome: Focuses relentlessly on customer success and takes absolute ownership of results. Collaborates Openly: Shares opinions and partners to solve problems. Understands the Customer: Deeply cares about the realities of shop life. Thinks Long Term: Focuses on lasting relationships and durable systems, not quick fixes. Maintains Quality: Holds a high bar for follow-through and work quality. Builder Mindset/Learns Continuously: Experiments, tests new approaches, and learns rapidly from all results to build better systems. Is Mission Driven: Genuinely cares about the product, mission, and team. COMPENSATION AND BENEFITS Base salary range: 70,000 to 80,000 USD annually, depending on experience and location. Aggressive variable compensation component tied directly to customer retention, expansion, and success outcomes. Details will be discussed during the interview process. Full time role with benefits beginning on day one of employment. Health benefits: Detect Auto offers health care coverage with an employer contribution toward premiums for the employee and eligible dependents. Additional benefits are provided in line with company policy. Expected travel: Approximately 5 to 20 business days REPORTING STRUCTURE Reports into the Customer Success leadership team. Works closely with Sales, Product, and Support. EQUAL OPPORTUNITY Detect Auto is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.