Customer Success Manager

TradePending LLC•Atlanta, GA

12m

About The Position

We are seeking a Customer Success Manager (CSM) to join our growing team in the automotive SaaS space. Our ideal candidate is passionate about building strategic customer relationships, maximizing product value, and driving customer retention and expansion.

Requirements

2+ years of automotive software experience (SaaS) or in a dealership role utilizing automotive software (digital retail, CRM, desking, etc.) with a demonstrated understanding of the retail automotive industry.
Proven success managing diverse accounts with high-touch and scaled engagement models.
Proficient with CRMs and third-party integrations.
Strong communication, problem-solving, and strategic thinking skills.
Ability to manage multiple priorities in a fast-paced environment.
Comfortable with data-driven decision-making and optimizing metrics.
Positive, customer-centric mindset
Motivated and comfortable working independently and within/across teams.

Nice To Haves

Exposure to AI products and automation strategies.
Experience in a growth organization where quick thinking and flexibility to change are essential.
Google Analytics experience (GA4)
Basic understanding of digital marketing strategies

Responsibilities

Customer Relationship Management: Build and maintain trusted relationships with automotive dealership key stakeholders, serving as their strategic advisor post-onboarding.
Engagement & Adoption: Drive product adoption through various lifecycle touchpoints (QBRs, training, success planning, etc.), monitor account health, and proactively address risks and opportunities.
Retention & Growth: Drive customer retention and facilitate growth by consistently delivering value and ROI, while actively seeking opportunities for upsell/cross-sell.
Cross-Functional Collaboration: Partner with various departments to support feedback loops and customer advocacy.
Strategic Input: Contribute to the evolution of best practices and CSM playbooks by maintaining up-to-date industry & product knowledge.