Customer Success Manager II, SMB

RevolutionParts is a leader in automotive eCommerce, seeking a Customer Success Manager II to manage small and mid-sized dealership accounts. The role focuses on maximizing customer value through proactive account management and data-driven recommendations, while fostering strong relationships with dealership stakeholders.

Responsibilities:

• Manage a portfolio of SMB dealership accounts and maintain regular customer engagement through scheduled outreach and business reviews
• Build strong relationships with dealership stakeholders, including Parts Managers, eCommerce Managers, Fixed Operations Directors, and General Managers
• Analyze account performance and provide recommendations to improve sales, conversion rates, customer experience, and overall platform performance
• Conduct account reviews focused on customer goals, business performance, and growth opportunities
• Identify customer risks and proactively execute retention and recovery plans
• Develop and maintain account success plans to drive customer adoption and long-term value
• Partner with Consulting, Marketing, Support, Product, and Sales teams to resolve customer issues and improve customer outcomes
• Identify opportunities for additional services, marketing investments, and program adoption that support dealership growth
• Maintain accurate and timely documentation of customer interactions, opportunities, and action plans in Salesforce
• Utilize AI tools to generate meeting summaries, customer communications, action items, account insights, and workflow efficiencies

Requirements:

• Bachelor's degree in a relevant field preferred (or equivalent practical experience)
• 3+ years of experience in Customer Success, Account Management, or a related customer-facing role
• Experience managing a portfolio of customer accounts
• Strong written and verbal communication skills
• Ability to analyze data and provide actionable recommendations
• Experience conducting customer-facing meetings and presentations
• Strong organizational and time management skills with the ability to manage multiple priorities
• Ability to work independently while collaborating effectively across teams
• Experience using CRM platforms such as Salesforce or similar systems
• Automotive dealership experience
• eCommerce or digital marketing experience
• SaaS customer success experience
• Experience with Google Analytics, Looker, Excel, or reporting platforms
• Familiarity with AI productivity tools and workflow automation