Customer Success Manager

Solera•Westlake, OH

20d

About The Position

Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation. For more information, please visit solera.com. As a Customer Success Manager you will be responsible for driving client retention, satisfaction, and expansion among our Shop and Independent Appraiser accounts. You will act as a trusted advisor, ensuring clients maximize the value of our SaaS solutions through strategic consultation, training, and proactive engagement. Your role will involve relationship management, resolving escalations, recovering cancelled customers, upselling opportunities, troubleshooting, and promoting best practices to enhance product adoption during customer onboarding.

Requirements

Bachelor’s degree or equivalent work experience in the automotive and/or insurance carrier industry.
3+ years of customer account management and sales experience.
3+ years of experience with SaaS products.
1+ year of hands-on experience with Audatex, Qapter, and related ancillary products.
Previous experience working with Salesforce CRM.
Ability to travel 5% based on business needs (U.S. and Canada)
Proficiency in Microsoft Office Suite.
Strong ability to train and present to both groups and individuals.
Excellent verbal and written communication skills, including over the phone.
Demonstrated ability to work independently with minimal supervision.

Responsibilities

Client Engagement & Consultation
Provide onboarding guidance and product training to help clients optimize our solutions.
Build and maintain relationships with key decision-makers at Shops and IAs
Offer strategic guidance on best practices for revenue-generating processes in product operations
Gain leadership buy-in for new technologies and process improvements.
Conduct business reviews, target campaigns, and consultations with leadership to ensure product effectiveness.
Retention & Growth
Meet daily/monthly KPIs such as case management and customer engagement activities through calls and emails
Maintain regular communication with customers to proactively address needs and issues.
Monitor customer usage and identify opportunities to increase adoption and satisfaction.
Manage an active pipeline of expansion opportunities, including whitespace and greenspace initiatives.
Consistently meet or exceed sales and retention quotas.
Work closely with the Customer Success Team to support at-risk customers and drive renewals.
Internal Collaboration & Product Expertise
Provide insights and feedback to internal teams based on customer needs.
Act as a product knowledge expert within the company.
Work independently while collaborating effectively across teams.
Take ownership of assigned accounts with a high level of personal accountability.