Customer Success Manager

Tekion provides a cloud-native automotive platform that connects automotive retailers, manufacturers, technology partners, and consumers. The Customer Success Manager owns relationships with assigned dealership accounts, develops Customer Value Plans, leads outcome-focused value reviews, monitors account health, and supports renewals and expansion through measurable value realization.

Responsibilities:

• Own the customer relationship across assigned dealership accounts, building and maintaining trusted relationships with operational contacts, general managers, dealer principals, and other key stakeholders
• Develop, maintain, and execute a Customer Value Plan for every account in the portfolio, ensuring plans remain current, actionable, and aligned to dealer priorities and business outcomes
• Lead regular Value Reviews that replace traditional QBRs with structured, outcome-focused conversations grounded in dealer performance, platform adoption, operational progress, and realized value
• Partner with Customer Value Architects (CVAs) to interpret Dealer Maturity Model (DMM) positioning, product adoption data, workflow maturity, and module utilization in order to shape account strategy and identify value gaps
• Translate platform usage, operational performance, and maturity progress into a compelling value narrative that helps customers understand where they are realizing value and where additional opportunity exists
• Maintain visibility into portfolio health through active management of account health indicators, maturity assessments, customer risks, renewal status, and expansion potential
• Forecast renewal readiness across the portfolio, ensuring each renewal is anticipated, supported by documented evidence of realized value, and aligned with Sales-led execution
• Identify and surface expansion opportunities in partnership with Sales by understanding customer needs, value realization progress, operational gaps, and growth potential across accounts
• Represent the voice of the customer internally by escalating risks, highlighting friction points, advocating for improvements, and informing internal priorities that improve customer outcomes
• Partner with Virtual Value Managers (VVMs) to ensure account documentation, operational support activity, weekly account digests, and proactive dealer touchpoints help reinforce broader customer strategy
• Ensure Customer Value Plan documentation, account records, and customer interaction history remain current, accurate, and useful for internal alignment and execution
• Monitor customer progress against agreed goals and maturity milestones, helping dealers move forward in a structured way across the Tekion Dealer Maturity Model
• Coordinate cross-functionally with Sales, Product, Support, Enablement, Implementations, and other internal teams as needed to remove blockers, align account strategy, and improve customer outcomes
• Operate effectively in a high-growth environment where portfolio size, segment design, account structures, and team configurations may evolve over time
• Travel to dealership sites and customer engagement events as needed to strengthen relationships, support value conversations, and improve understanding of dealer operations
• Support broader Customer Value Services goals by improving retention readiness, expansion visibility, customer trust, and measurable value realization across the portfolio

Requirements:

• 3–5 years of experience in customer value, account management, client-facing consulting, or a related customer-facing role in a SaaS environment
• Demonstrated ability to manage executive relationships and lead value-focused conversations with dealer principals, general managers, or comparable senior customer stakeholders
• Strong analytical instincts, including the ability to review performance data, adoption trends, and operational signals and translate them into a compelling customer value narrative
• Experience collaborating cross-functionally with Sales, Product, Support, Enablement, or similar internal teams to improve customer outcomes
• Ability and willingness to travel up to 50% for dealership visits, onsite engagement, and customer events
• Strong written and verbal communication skills, including the ability to lead executive conversations and prepare clear internal account context
• Ability to operate effectively in a fast-paced, high-growth environment with shifting priorities, portfolio needs, and organizational structures
• Bachelor's degree in Business, Operations, Automotive Management, Communications, or related field preferred; equivalent relevant experience accepted in lieu of degree
• Experience developing account plans, success plans, value plans, or comparable structured customer engagement strategies preferred
• Experience forecasting account health, renewal risk, or expansion opportunity across a portfolio preferred
• Familiarity with CRM platforms such as Salesforce preferred
• Familiarity with business intelligence and reporting tools such as Tableau, Looker, or Power BI preferred
• Automotive industry experience or familiarity with dealership operations strongly preferred