Customer Success Manager, Marketplace

Autura•Olive, IN

11d•Remote

About The Position

At Autura, we're all about the team and looking for individuals who embody empathy, ambition, and a strong team spirit. Right now, we're looking for a Customer Success Manager to join our Customer Success department. The Customer Success Manager (CSM) is responsible for launching, activating, and retaining a portfolio of Marketplace sellers. This role owns the seller relationship from post-sale handoff through first auctions and into long-term engagement, ensuring sellers are trained, operationally ready, and consistently running successful auctions on Autura Marketplace. The CSM is the primary owner of seller activation, adoption of best practices, and ongoing retention.

Requirements

Highly organized and able to manage multiple seller relationships at
Self-driven, proactive, and customer-focused.
Strong communication and relationship-building
Comfortable learning and using CRM and marketplace
Passionate about customer success and service

Responsibilities

Seller Launch & Activation: Own the post-sale handoff from Sales through seller launch; ensure sellers are onboarded, trained, operationally ready, and running their first successful auctions.
Seller Onboarding & Enablement: Educate sellers on Marketplace workflows, listing best practices, inspections, pricing, and auction cadence to ensure they are set up for repeat success.
Seller Relationship Management: Serve as the primary point of contact for a portfolio of Marketplace sellers; manage day-to-day communication, planning, and ongoing support.
Seller Retention & Churn Prevention: Proactively monitor seller health, engagement, and auction activity to identify risk and intervene before churn or inactivity occurs.
Auction Performance Optimization: Work with sellers to improve auction outcomes through better inventory mix, listing quality, timing, pricing strategy, and operational readiness.
Salesforce Execution: Use Salesforce to execute playbooks, track seller health, and report on activation, retention, and engagement metrics.
Cross-Sell & Expansion Support: Identify qualified opportunities for additional Autura products or services and route them to the Sales team when
Escalations & Objection Handling: Handle cancellation requests, objections, and seller issues; coordinate with Ops, Product, and Finance to resolve blockers.
Stakeholder Management: Build relationships with decision-makers, champions, and day-to-day users within seller organizations.
Cross-Functional Coordination: Partner with Sales, Marketplace Operations, Product, and Marketing to deliver a seamless seller experience from launch through ongoing operations.
Feedback Loop: Capture seller feedback, obstacles, and success stories and relay them to the Director of Customer Success to continuously improve the seller journey.