Customer Success Manager

Summary

Join Constellation as a Customer Success Manager and play a critical role in driving retention and growth of mid-market accounts. You will nurture client relationships, proactively engage with customers, and ensure satisfaction to maximize renewals and revenue. Your expertise will be key in maintaining long-term partnerships. Responsibilities include managing relationships with OEM certified programs, developing customer success plans, and collaborating with cross-functional teams. You will monitor customer data, serve as the voice of the customer, and stay updated on industry best practices. This role requires experience in customer success management within the automotive industry and strong communication and analytical skills.

Requirements

• Minimum of 4+ years of experience in a customer-facing role within the Automotive industry, with a focus on customer success management and partnerships
• Proven track record of retaining and growing revenue within a base book of business
• Excellent communication and interpersonal skills, with the ability to build strong relationships and effectively convey value propositions
• Ability to understand customer needs and align them with appropriate solutions and services
• Proactive and customer-focused mindset, with the ability to anticipate customer needs and provide proactive guidance
• Strong analytical and problem-solving skills to identify trends, patterns, and opportunities for improvement
• Ability to manage multiple customer accounts and priorities simultaneously
• Familiarity with CRM systems, such as Salesforce, for tracking and managing customer interactions and engagements
• Bachelor's degree in Business Administration, Marketing, or a related field

Responsibilities

• Manage and cultivate relationships with assigned OEM certified programs and agency partnerships
• Understand the unique needs and objectives of each customer/program and develop tailored customer success plans to drive satisfaction and retention
• Proactively engage with customers through regular check-ins, business reviews, and product training sessions to ensure ongoing success and identify opportunities for marginal revenue growth
• Collaborate cross-functionally with sales, product, and implementation teams to ensure a seamless customer experience and address any customer concerns or issues
• Develop a deep understanding of Constellation's product offerings and industry trends to provide valuable insights and guidance to customers
• Monitor and analyze customer usage data, adoption metrics, and customer feedback to identify patterns and trends, enabling proactive intervention and resolution of potential issues
• Serve as the voice of the customer within the organization, providing feedback and advocating for customer needs and requirements
• Stay up-to-date with industry best practices and customer success trends to continuously enhance customer engagement strategies and drive customer satisfaction
• Manage work streams to ensure timely delivery of program deliverables (reports, OEM requests, etc.)
• Lead quarterly business review meetings with Certified Program stakeholders, providing insights and recommendations to enhance program performance
• Collaborate with the Auto CS team to identify and capitalize on upselling opportunities, contributing to revenue growth
• Coordinate with the Marketing team on Constellation branded marketing communication materials including: program enrollment site content, sell-sheets and decks
• Retain certified program standing through cultivating trust and relationships with program stakeholders
• Identify internal areas of opportunity to enhance Constellation’s standing with Certified Programs
• Work closely with Growth and Data teams to adhere to Certified Program reporting requirements

Benefits

• Comprehensive Healthcare, Dental, and Vision coverage
• PTO plans & holidays
• Hybrid work environment
• Casual in-office dress code
• Competitive 401k plan with company match
• Commuter and Parking Benefits
• Paid Family Leave
• UberEats stipend & free snacks and beverages
• Wellness programs and other employee perks