Customer Success Manager

Dealerware•Austin Downtown, TX

8h•Hybrid

About The Position

Dealerware transforms the automotive retailers of today into the mobility network of tomorrow. Launched in 2016, Dealerware manages tens of thousands of vehicles at dealerships in North America across every major manufacturer brand. Dealerware is committed to being a people-first culture and a great place to work for all, with flexible scheduling, unlimited PTO, extensive benefits, a core value of Diversity, Equity & Inclusion, and a leadership and management team that defaults to being supportive and accessible. In 2026, Dealerware was recognized by Built In as one of their Best Startups to Work for in Austin for the fifth consecutive year. We are looking for an experienced and customer-focused Customer Success Manager (CSM) to join our team. This role combines the technical expertise of onboarding and training with strategic relationship management to drive customer adoption, satisfaction, and retention. The CSM will work closely with customers to ensure maximum product utilization and support long-term business outcomes.

Requirements

3+ years in customer success, account management, or a related customer-facing role in an automotive software company.
Strong project management skills with a proven ability to manage multiple customers and priorities simultaneously.
Exceptional communication and interpersonal skills, with a customer-centric approach to problem-solving.
Proficiency in Salesforce and Jira, with an ability to analyze data and translate insights into action.
Ability to travel domestically up to 20%.
A collaborative mindset and a passion for driving customer success and outcomes.

Responsibilities

Develop and execute customer success strategies to increase adoption and drive dealer engagement to meet business objectives.
Proactively monitor customer usage and identify opportunities for improved utilization of platform features.
Deliver monthly Executive Business Reviews and Impact Reviews, partnering with customer stakeholders to evaluate progress against success criteria, surface risk, and drive outcomes.
Partner with customers to align platform use with their business goals and uncover growth opportunities.
Act as the primary point of contact for assigned accounts, building strong, long-term relationships with key stakeholders.
Provide ongoing support and guidance to customers, ensuring their satisfaction and loyalty.
Proactively identify upsell opportunities, introduce new features, and ensure customer renewals.
Handle escalations with professionalism and a focus on swift resolution.
Manage occasional training, ensuring a smooth and timely implementation process for new users.
Work cross-functionally to maintain implementation plans, including detailed timelines, milestones, and deliverables.
Serve as a liaison between sales and implementation during the onboarding process, addressing customer needs and technical requirements.
Act as the Voice of the Customer, sharing customer insights and feedback with internal teams to drive product and process improvements.
Collaborate cross-functionally with Sales, Product, and Support teams to ensure customers achieve desired outcomes.
Develop and contribute to scalable resources, including training materials, playbooks, and success templates.
Stay informed on industry trends, best practices, and customer success innovations to enhance your impact.