Customer Success Manager

Role Overview

• 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.

Requirements

• 3+ years in customer success, account management, or a related customer-facing role in an automotive software company.
• 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.
• Ability to travel domestically up to 20%.
• A collaborative mindset and a passion for driving customer success and outcomes.

Tech Stack

• Swift

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