Remote Customer Success Manager

Summary

Join our team as the Customer Success Manager, Mid-Market, where you'll drive customer growth and advocacy across mid-size and enterprise customers. You'll build trusted advisor relationships, advise on product usage, and manage customer lifecycles. With a strong background in customer success and account management, you'll be responsible for driving revenue through expansions and renewals.

Requirements

• 3+ years experience in a scaled Customer Success role
• Prior Account Management experience is required to support Mid Market Accounts with experience in driving revenue through expansions and renewals
• Technology and/or Automotive Retail background is desired
• Experience with Salesforce, Looker, and Google Workspace is preferred. Knowledge of Automotive CRMS is a huge plus
• Self-motivated, collaborative, and creative team player with innovative ideas to encourage client loyalty and adoption at scale
• A true problem solver who is customer-obsessed, coachable, and curious with a growth mindset
• Strong interpersonal skills and experience initiating and building positive relationships cross-functionally
• Excellent individual and group presentation skills, as well as written and oral communication skills
• Strong organizational and time management skills with the ability to manage multiple projects simultaneously
• Ability to travel from time to time dependent on business needs
• Bachelor’s degree or equivalent

Responsibilities

• Develop a trusted advisor relationship with our automotive customers' leaders and executive sponsors
• Advising and deploying lead handling and demand gen strategies leveraging AI and Automation
• Understand the customer’s business objectives and advise on product usage to achieve desired goals and results
• Track customer activity to identify churn risk and work proactively via targeted outreach campaigns to eliminate that risk, while simultaneously identifying and closing up sell opportunities when applicable
• Full Customer lifecycle management, including initial onboarding kick-off, crafting success plans, Strategy curation, Goal setting, QBR, EBR building, and renewals/expansions
• Drive escalation of client issues, coordinate key resources in the escalation process, and project manage the customer issue through resolution
• Advise and oversee customer growth, training, and development of standard methodologies to continually drive business value and return on the customer’s investment
• Be the Primary point of contact on critical issues for the customer. Including advising customers quickly and efficiently to additional help resources such as Help & Training within the application and personally helping with questions/issues
• Responsible for customer references, case studies, and testimonials for their portfolio of customers
• Serve as a customer advocate, including collecting customer feedback on product needs, understanding customer and industry trends, and articulating those back to the business

Benefits

• Comprehensive health, dental, and vision benefits
• Flex time PTO
• Holiday pay
• 401k plus company match
• Equity