[Remote] Customer Success Manager

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