Customer Success Manager, Automotive
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Job Description
Customer Success Manager building relationships with automotive clients to drive satisfaction and retention. Responsible for onboarding, reporting, and collaboration on product feedback and campaign operations.
Responsibilities:
- Manage a portfolio of automotive dealership and group clients to ensure successful onboarding, engagement, satisfaction, and retention.
- Deliver monthly reporting to clients, analyzing key metrics and identifying any emerging issues or trends.
- Lead Quarterly Business Reviews (QBRs) with dealership and/or group leadership (including C-level executives and General Managers) to review performance, identify opportunities, and deepen engagement.
- Proactively identify at-risk accounts and work internally and externally to drive resolution and increase satisfaction.
- Collaborate closely with Product Operations to gather, document, and communicate client feedback, requests and complaints; ensure client concerns are addressed promptly.
- Work with product and sales to create a survey to measure client satisfaction on an annual or semi-annual basis
- Partner with product and engineering teams by pulling the right experts into client discussions to accelerate issue resolution or to support upsell opportunities.
- Guide new clients through an efficient onboarding process, including platform training, campaign set-up, and operational alignment.
- Maintain detailed and up-to-date client documentation, including meeting notes, action items, and reporting history.
Requirements:
- Bachelor’s Degree
- 3-5 years of work experience leading a Customer Success team in a marketing or advertising technology firm or dealership, with progressively increasing responsibilities; or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position
- Knowledge of Automotive industry and digital media, in-store media, e-Commerce software, analytics and business operations strongly preferred
- Experience working to promote value through customer experience
- Exceptional ability to communicate and foster positive business relationships.
- Process analysis and optimization experience required
- Proficiency in Excel and functions such as V Look-ups, Pivot tables, etc.
Benefits:
- Medical, Dental, and Vision insurance
- Basic and Supplemental Life Insurance options
- 401(k) retirement plans with company match
- Health Spending Accounts (HSA/FSA)
- Flexible time off and 11 paid holidays
- Family-building benefits, including Maternity, Adoption, and Parental Leave
- Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning
- Wellness and Mental Health counseling services
- Concierge and work/life support resources
- Adoption Assistance Reimbursement
- Perks and discount programs
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