Customer Success Manager

Account Management & Relationship Building Responsibilities:

• Act as the primary point of contact, providing support and guidance for assigned accounts, building strong, long-term relationships with key stakeholders to drive satisfaction and loyalty. 
• Retain revenue by ensuring customers fully adopt and optimize the product, proactively managing risks and escalations, and driving renewals and expansion through clear value delivery and feature adoption.
• Act as the internal champion for customers and leverage internal resources to swiftly resolve escalations.
• Execute defined customer touchpoints based on tiered customer level.
• Manage Buy/Sell processes quickly and confidentially for seamless dealership operations and continuous usage.

Adoption & Customer Success Strategy Responsibilities:

• Develop and execute customer success strategies to increase adoption and drive dealer engagement to meet business objectives.
• Proactively monitor customer usage and health to identify opportunities for improved utilization of platform features and mitigate churn risk. 
• Host regular check-ins with customers to review progress, address challenges, and recommend best practices.
• Partner with customers to align platform use with their business goals and uncover opportunities for growth.
• Generate and present QBRs highlighting product-led growth opportunities and aligning on customer metrics and goals.
• Ensure proper and healthy product usage. Employ strategies to achieve usage goals.  

Collaboration & Continuous Improvement Responsibilities:

• Act as the Voice of the Customer, sharing customer insights and feedback with internal teams to drive product and process improvements.
• Engage in continuous two-way feedback with Product on new feature requests and prioritization.
• Collaborate cross-functionally with Sales and Support teams to ensure customers achieve desired outcomes.
• Develop and contribute to scalable resources, including new feature resources, playbooks, and success templates.
• Stay informed on industry trends, best practices, and customer success innovations to enhance your impact.
• Identify and generate key Customer Stories to support CS and GTM activities 

Key Performance Indicators for the Role:

• Gross Revenue Retention above 90%
• Net Revenue Retention above 105%
• Net Promoter Score above 60
• Project-based adoption and engagement metrics (e.g., Insurance Verification usage above 40%, Minimum of 5 customer stories per quarter) 

Required Qualifications:

• 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, Gainsight, Zendesk, 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.

Dealerware Offers You:

• 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