Customer Success Manager

We are looking for an experienced and customer-focused Customer Success Manager (CSM) to join our team. This role combines the technical expertise of onboarding and training with strategic relationship management to drive customer adoption, satisfaction, and retention. The CSM will work closely with customers to ensure maximum product utilization and support long-term business outcomes.

This is a remote role based in Ann Arbor, Michigan or Indianapolis, Indiana. The role will manage the Midwest region: Michigan, Ohio, Indiana, Kentucky, Tennessee, North Carolina + Canada. Frequent, same-day travel (at least 50%) to client sites is an essential function of this position. Additional travel includes occasional overnight stays within the territory, periodic trips to Austin, TX headquarters, and air travel throughout the territory up to 20%.

Key Responsibilities

Adoption & Customer Success Strategies

• Develop and execute customer success strategies to increase adoption and drive dealer engagement to meet business objectives.
• Proactively monitor customer usage and identify opportunities for improved utilization of platform features.
• Deliver monthly Executive Business Reviews and Impact Reviews, partnering with customer stakeholders to evaluate progress against success criteria, surface risk, and drive outcomes.
• Partner with customers to align platform use with their business goals and uncover growth opportunities.

Account Management & Relationship Building

• Act as the primary point of contact for assigned accounts, building strong, long-term relationships with key stakeholders.
• Provide ongoing support and guidance to customers, ensuring their satisfaction and loyalty.
• Proactively identify upsell opportunities, introduce new features, and ensure customer renewals.
• Handle escalations with professionalism and a focus on swift resolution.

Training & Optimization

• Manage occasional training, ensuring a smooth and timely implementation process for new users.
• Work cross-functionally to maintain implementation plans, including detailed timelines, milestones, and deliverables.
• Serve as a liaison between sales and implementation during the onboarding process, addressing customer needs and technical requirements.

Collaboration & Continuous Improvement

• Act as the Voice of the Customer, sharing customer insights and feedback with internal teams to drive product and process improvements.
• Collaborate cross-functionally with Sales, Product, and Support teams to ensure customers achieve desired outcomes.
• Develop and contribute to scalable resources, including training materials, playbooks, and success templates.
• Stay informed on industry trends, best practices, and customer success innovations to enhance your impact.

Required qualifications:

• 3+ years in customer success, account management, or a related customer-facing role in a Saas software company.
• Experience in the automotive industry.
• 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 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.
• Ability to travel up to 50%, including overnight travel.

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