Manager, Automotive Customer Success

Conversica is the leading provider of Conversation Automation solutions, with billions of human interactions spanning more than a decade. Our Revenue Digital Assistants (RDAs) supercharge workforces for growth. They enable marketing, sales, and customer success teams to acquire untapped revenue through perfectly structured conversations. Unlike chatbots, they are powerfully human and can hold meaningful conversations at every touchpoint. Conversica RDAs are used by leaders nationwide to get the conversation going and build a Growth Workforce.
Winning multiple awards including Inc. 5000 fastest growing companies and recognized by Gartner as a Cool Vendor, Conversica is a portfolio company of Providence Equity, Kennet Partners and Toba Capital and is headquartered in San Mateo, California in Silicon Valley.
Conversica is seeking an exceptional leader, a positive thinker and a creative problem solver who is hungry to build, operate, and grow our Automotive Customer Success Team in line with the Conversica cultural values. The Manager, Automotive Customer Success is the manager/coach for a team of Customer Success Managers who are responsible for driving adoption, value, growth, and renewal across our critical Automotive vertical. This role spans the customer success journey from post-sale through onboarding, value building, renewal and expansion. 
As a manager and leader, you will need to take a community driven approach to Customer Success, be a champion of the automotive industry, believe in the Conversica platform and be vested in the growth of the company. Daily, you will be responsible for coaching and building the operational rigor of the team as well as partnering closely with internal and external executives and champions.
This role will also work very closely with our cross functional teams such as sales, product, marketing, HR, legal and finance as well as Partners  to ensure smooth functioning of the CS business to meet our shared goals with customers and drive outcomes for both Conversica and our automotive customers.

Responsibilities

• Leadership:
• Recruit, hire, onboard, and train auto CSMs.
• Provide ongoing coaching, mentoring, and feedback to auto CSMs.
• Motivate and inspire the Auto CSM team to achieve success.
• Foster a collaborative and supportive team environment.
• Communicate effectively with Auto CSMs, other departments within the company (e.g., sales, product, support), and key stakeholders.


• Auto Customer Success Strategy:
• Develop and execute on customer success strategies aligned with the company's overall business goals by defining customer success metrics and tracking progress.
• Analyze customer data to identify trends and opportunities for improvement.
• Participate in cross-functional initiatives to drive customer success for the Auto team.
• Develop and manage customer education and training programs for automotive customers.


• Performance Management:
• Set performance goals and objectives for individual CSMs and the team as a whole.
• Identify areas for improvement and implement corrective actions.
• Report on team performance to senior management.

Qualifications and Requirements

• 5+ years of experience in customer success management, leadership, or a related field.
• Bachelor's degree in a relevant field or equivalent experience.
• Relevant experience in Martech technology or AI technology, automotive industry experience a plus
• Experience working with scaled customer success models and outsourced CS models
• Proven track record of success in building and managing high-performing teams.
• Strong coaching and mentoring skills.
• Experience with customer success management methodologies and tools.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $120,000/year to $130,000/year plus variable for an OTE of $146,000/year - $156,000/year. Pay is based on a number of factors including market location and job-related knowledge, skills, and experience.
Conversica offers comprehensive health, dental, and vision benefits, flex time PTO, holiday pay, 401k plus company match, and equity. Further details can be provided upon request.
Conversica is an equal opportunity employer and values diversity at our company. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, veteran status, or disability status.
Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Conversica does not accept unsolicited headhunter and agency resumes. We will not pay fees to any t