Customer Success Manager (Onboarding)

Tekion

About The Position

Positively disrupting an industry that has not seen any innovation in over 50 years, Tekion has challenged the paradigm with the first and fastest cloud-native automotive platform that includes the revolutionary Automotive Retail Cloud (ARC) for retailers, Automotive Enterprise Cloud (AEC) for manufacturers and other large automotive enterprises and Automotive Partner Cloud (APC) for technology and industry partners. Tekion connects the entire spectrum of the automotive retail ecosystem through one seamless platform. The transformative platform uses cutting-edge technology, big data, machine learning, and AI to seamlessly bring together OEMs, retailers/dealers and consumers. With its highly configurable integration and greater customer engagement capabilities, Tekion is enabling the best automotive retail experiences ever. Tekion employs close to 3,000 people across North America, Asia and Europe. At Tekion, we're building the only cloud-native platform that is transforming the automotive retail industry, leapfrogging it into the future and providing unparalleled customer experience. We're creating seamlessly integrated, elegant, and intuitive solutions built with cutting edge technology and powered by Big Data, Machine Learning (ML)/ AI and Internet of Things (Connected vehicle to connected devices). We’re harnessing passion, entrepreneurial spirit, deep industry expertise and the latest technologies to create something very special. We're inventing new technology along the way to overcome barriers and solve big problems, all while having a blast doing it! The Customer Success Manager (CSM) for Onboarding is responsible for guiding dealer partners through the critical first stage of their journey with Tekion. This role ensures a seamless transition from implementation to operational stability, accelerates time-to-value, and drives early adoption of Tekion’s platform. The Onboarding CSM acts as the primary point of contact for the dealer, coaching stakeholders on best practices, executing success plays, and building confidence in daily workflows. Success in this role requires strong communication, organizational skills, and a proactive approach to risk mitigation and customer engagement

Requirements

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 Tekion 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

Lead the Onboarding stage from Day 1 post-implementation through successful handoff to the long-term Customer Success Manager, ensuring all milestones and success plays are completed.
Conduct training sessions, and success play reviews to embed Tekion workflows into daily operations.
Monitor Live User Sentiment (LUS) feedback, risk indicators, and adoption metrics to identify friction points and proactively resolve issues.
Build strong relationships with dealer executives and department managers; provide regular recaps and executive summaries.
Collaborate with Professional Services, HyperCare, Analytics, CRM, and Growth teams to ensure alignment and seamless transitions.
Track usage trends and operational KPIs; deliver actionable recommendations to improve adoption.
Log all touchpoints, maintain accurate records in AM, and ensure timely reporting of progress and risks, including an exit Summary that recaps efforts throughout their time in the stage.
Conduct onsite visits (20-30% travel expectation) to strengthen relationships, validate adoption, and improve sentiment. Travel is by plane and or car and could includ overnights.

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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