Customer Success Manager (Growth)

Tekion

About The Position

The first and most important role a Customer Success Manager (CSM) in the Growth Stage is to develop a positive, trusting relationship with our dealer customers. To achieve that, CSMs handle a variety of tasks both internally and on the customer-facing side of operations. They are responsible for ensuring the dealer adopts the solution, understands its value, and sees measurable impact on revenue. CSMs should be proactive in identifying how our platform can be best utilized to meet each dealership’s unique needs. CSMs within the Growth Stage drive accountability and trust through open communication and frequent touch points, including monthly, quarterly, and bi-annual business reviews. These meetings cover updates, timelines, solutions, customer operational goals, and evolving needs. Consistent execution builds long-term relationships and proves value to both the customer and the company.

Requirements

Superb communication and interpersonal skills
Adaptable and quick to absorb and apply new information
Strategic thinker who embraces frequent change
Experience in customer-facing or customer service roles
Understanding of Customer Success methodologies
Highly organized, detail-oriented, and self-motivated
Ability to travel up to 50% for onsite dealership visits and events
Automotive experience of 5 plus years in dealership and or automotive software is required with strong knowledge of the DMS
Experience in customer success and/or post sales delivery and enablement experience.
Strong technology skills preferred, such as with Excel, PowerPoint, AI, etc.
Experience with CRM systems such as Salesforce.
Strong familiarity with BI tools such as Tableau, Looker, PowerBI preferred.
Demonstrated problem-solving and critical thinking skills with a results-oriented mindset.
Strong time management and organizational skills with high attention to detail.
High levels of integrity, autonomy, and self-motivation with the ability to break down barriers to success.
Strong communication (written and verbal) skills to both external and internal audiences

Nice To Haves

Experience with the ARC platform.
Strong communication and coaching skills.
Deep product knowledge and ability to translate technical workflows into business value.
Analytical mindset for interpreting performance data.
Collaborative and adaptable in a fast-paced environment.
Results-oriented with a focus on retention, adoption, and advocacy.
Highly organized and process-driven with attention to detail.

Responsibilities

Developing and managing all assigned dealer customer portfolios that have been onboarding on Tekion products
Handling dealer inquiries and communications
Analyzing customer data to improve the experience
Evaluating and improving tutorials and support infrastructure
Mediating between dealer contacts and internal teams
Resolving customer requests and concerns through cross-functional partnership
Recommending solutions or products to enhance dealership operations
Anticipating customer needs based on product roadmap or projects
Demonstrating value internally and externally to promote growth and retention

Benefits

Competitive compensation and generous stock options
100% employer-paid top-of-the-line medical, dental and vision coverage
Great benefits including unlimited PTO, parental leave and free snacks and beverages
The opportunity to work with some of the brightest minds from Silicon Valley’s most dominant and successful companies
Be part of an early stage, hyper-growth start-up with the opportunity to grow and prosper
Work on the latest and coolest technologies – everything is home-grown and built ground-up
A dynamic work environment with a strong sense of community and collaboration
The open and transparent culture that encourages innovation, rewards performance and discourages hierarchy
Exciting opportunities for career growth and development

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