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 with additional US offices in Seattle and Bellingham, Washington.
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.

Role and Responsibilities

• Lead a team of Customer Success Managers who manage SMB to Enterprise automotive customers 
• Focus on improving the overall adoption, value storytelling and outcomes for customers 
• Coach, hire and mentor a stellar team by providing feedback, coaching and guidance according to individual’s strengths and areas of improvement
• Drive towards the most important goals of our business and align to KPIs
• Identify playbooks to proactively address risks and opportunities with adoption and engagement
• Support the Customer Success Managers with QBR/EBR and business value mapping conversations
• Collaborate on account reviews with Account Executives, Customer Success Managers to identify opportunities to increase customer value and revenue.
• Participate and lead key items on Conversica’s weekly/monthly/quarterly business reviews meetings with cross functional partners in the business to highlight risk, opportunities, and progress around key initiatives on our Customer Success roadmap.
• Collaborate with VP of Customer Success and other leaders on the Customer Success team to mutually build, execute and refine the Customer Success roadmap.

Management Responsibilities

• Enable team members to fully understand our customers’ objectives and become a trusted advisor
• Determine how to define, drive, and demonstrate the value (ROI)
• Create and drive product adoption programs
• Lead team in delivering a consistent and data-led customer experience
• Manage customer escalations from your direct reports, and follow a methodical escalation process
• Participate in customer meetings and QBR/EBR’s as needed
• Develop relationships with customer senior leadership 
• Deliver high NPS, retention and revenue expansion
• Collaborate with team members to secure renewals and drive ARR expansion 
• Meet weekly with direct reports in 1:1s and team meetings
• Possess thorough knowledge of Conversica values and practice values on a daily basis

Qualifications and Requirements

• Strong leadership, business development, organization, team building and management, communication (verbal, written and presentation), and interpersonal skills
• Experience working in a fast-paced, high growth software company
• 6+ years of relevant experience in Customer Success, 3+ years in Management capacity as a Team Lead or Manager of Customer Success
• Passion for building trust, fostering relationships, and communicating effectively with customers
• Demonstrated ability to lead a team of leaders with a passion to coach, hire and train a high performing and functioning team
• Outstanding multi-task management skills across a