Note: The job is a remote job and is open to candidates in USA. Dealerware is a company that transforms automotive retailers into a mobility network. They are seeking an experienced Customer Success Manager to drive customer adoption, satisfaction, and retention through onboarding, training, and strategic relationship management.
Responsibilities
- Develop and execute customer success strategies to increase adoption and drive dealer engagement to meet business objectives
- Proactively monitor customer usage and identify opportunities for improved utilization of platform features
- Deliver monthly Executive Business Reviews and Impact Reviews, partnering with customer stakeholders to evaluate progress against success criteria, surface risk, and drive outcomes
- Partner with customers to align platform use with their business goals and uncover growth opportunities
- Act as the primary point of contact for assigned accounts, building strong, long-term relationships with key stakeholders
- Provide ongoing support and guidance to customers, ensuring their satisfaction and loyalty
- Proactively identify upsell opportunities, introduce new features, and ensure customer renewals
- Handle escalations with professionalism and a focus on swift resolution
- Manage occasional training, ensuring a smooth and timely implementation process for new users
- Work cross-functionally to maintain implementation plans, including detailed timelines, milestones, and deliverables
- Serve as a liaison between sales and implementation during the onboarding process, addressing customer needs and technical requirements
- Act as the Voice of the Customer, sharing customer insights and feedback with internal teams to drive product and process improvements
- Collaborate cross-functionally with Sales, Product, and Support teams to ensure customers achieve desired outcomes
- Develop and contribute to scalable resources, including training materials, playbooks, and success templates
- Stay informed on industry trends, best practices, and customer success innovations to enhance your impact
Skills
- 3+ years in customer success, account management, or a related customer-facing role in a Saas software company
- Experience in the automotive industry
- Strong project management skills with a proven ability to manage multiple customers and priorities simultaneously
- Exceptional communication and interpersonal skills, with a customer-centric approach to problem-solving
- Proficiency in Salesforce and Jira, with an ability to analyze data and translate insights into action
- A collaborative mindset and a passion for driving customer success and outcomes
- Ability to travel up to 50%, including overnight travel
Benefits
- Competitive base salary with bonus incentive eligibility
- Full benefits (medical, dental, vision, disability)
- 401(k) with company match
- On-demand educational courses via LinkedIn Learning
- Tuition reimbursement and continuing education
- Unlimited paid vacation policy
- Flexible work
- Generous Paid Parental Leave program
- Modern office and a dynamic team in downtown Austin with free parking
- Friendly, small company environment with a progressive culture
Company Overview