Customer Success Manager

Dealer Spike LLC is a leading SaaS provider specializing in digital marketing solutions for the auto service industry. The Customer Success Manager serves as the primary point of contact for customers, focusing on building relationships, understanding their goals, and recommending solutions to enhance customer satisfaction and retention.

Responsibilities:

• Help independent auto service and tire businesses thrive in a competitive market space
• Become an expert on all Net Driven products (within the first 90 days of employment)
• Consistently lead quarterly business reviews with your portfolio of customers
• Build strong customer relationships through remote, web meetings and professional virtual communication
• Respond quickly and persistently to customer issues, working to resolve concerns in a timely and effective manner
• Identify customer needs, communicate the value of relevant products and services, and refer qualified sales opportunities to the Sales Team
• Consistently work to retain your book of business by successfully identifying at-risk customers and taking proactive actions to save
• Contribute and support positive customer satisfaction scores by providing best-in-class service (CSAT/NPS)
• Maintain and uphold all internal processes and procedures
• Proactively seek to improve tasks and meet company goals
• Become an expert on and use a robust set of business tools—including Salesforce, Jiminny, Power BI, and Vonage - to manage customer relationships, track performance, support communication, and uncover opportunities for improvement

Requirements:

• An Associates Degree in Business Administration or related field
• Demonstrate public speaking and presentation ability
• Excellent verbal and written communication skills
• Superior relationship-building skills
• Detail oriented, punctual and professional
• Self-starter who works well independently, on a team, and under deadline pressure
• A workspace that allows you to hold business meetings without interruptions
• Thrive in a work-from-home position with no expected travel
• Proficient in Microsoft Office products
• Demonstrated ability to work effectively in a mixed mode (onsite, remote or hybrid) environment, including consistent use of video conferencing, collaboration tools, and proactive communication practices while maintaining a professional on-camera presence
• Professional experience specifically in a consultative, account management, and/or customer retention role
• Experience in digital advertising, marketing, agency, or media sales; call-center experience a plus