Customer Success Manager, Automotive

Position Summary:
The Customer Success Manager (CSM) for the Automotive team will be responsible for building strong client relationships that drive retention, loyalty, and satisfaction. This role serves as a trusted advisor for dealership clients, ensuring they maximize the value of our marketing and analytics solutions. The CSM will raise client issues and feedback to product teams while coordinating with operations on campaign related changes/requests and support the ongoing evolution of our automotive solutions.

Primary Accountabilities:

• Manage a portfolio of automotive dealership and group clients to ensure successful onboarding, engagement, satisfaction, and retention.
• Deliver monthly reporting to clients, analyzing key metrics and identifying any emerging issues or trends.
• Lead Quarterly Business Reviews (QBRs) with dealership and/or group leadership (including C-level executives and General Managers) to review performance, identify opportunities, and deepen engagement.
• Proactively identify at-risk accounts and work internally and externally to drive resolution and increase satisfaction.
• Collaborate closely with Product Operations to gather, document, and communicate client feedback, requests and complaints; ensure client concerns are addressed promptly.
• Work with product and sales to create a survey to measure client satisfaction on an annual or semi-annual basis
• Partner with product and engineering teams by pulling the right experts into client discussions to accelerate issue resolution or to support upsell opportunities.
• Guide new clients through an efficient onboarding process, including platform training, campaign set-up, and operational alignment.
• Maintain detailed and up-to-date client documentation, including meeting notes, action items, and reporting history.

Key Performance Indicators (KPIs):

• Client Retention Rate
• Onboarding Completion Time
• Monthly Reporting Timeliness
• Client Request/Complaint Resolution Time
• QBR Completion Rate
• Customer Satisfaction (CSAT) or Net Promoter Score (NPS)

Desired Individual Qualities:

• Diligent, detail-obsessed, and deadline-driven
• Highly proactive with a "client-first" mentality
• Strong team collaborator who communicates clearly and effectively
• Analytical thinker who can interpret data to extract insights
• Curious and open-minded learner
• Resourceful problem solver with a positive attitude

Additional Responsibilities:

• Performs other duties as assigned
• Complies with all policies and standards

Required Qualifications:

• Bachelor’s Degree
• 3-5 years of work experience leading a Customer Success team in a marketing or advertising technology firm or dealership, with progressively increasing responsibilities; or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position
• Knowledge of Automotive industry and digital media, in-store media, e-Commerce software, analytics and business operations strongly preferred
• Experience working to promote value through customer experience
• Exceptional ability to communicate and foster positive business relationships.
• Process analysis and optimization experience required
• Proficiency in Excel and functions such as V Look-ups, Pivot tables, etc.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

• Use Hands to Handle Objects - Regularly
• Reach with Hands or Arms - Regularly
• Talk or Hear and Read Instructions - Regularly
• Stand, Kneel, or Stoop and Lift 20 Pounds - Occasionally
• View Items at a Close Range - Regularly

Rarely: Job requires this activity up to 25% of the time
Occasionally: Job requires this activity between 25% - 50% of the time
Frequently: Job requires this activity between 50% - 75% of the time
Constantly: Job requires this activity more than 75% of the time

Individual Competencies

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