Dealer Success Manager

Dealerware•Ann Arbor, MI

13d•$85,000 - $85,000•Hybrid

About The Position

As Dealerware’s customer base grows and our product evolves, Dealer Success is essential to keeping the focus on value. Our customers need more than account or relationship management. They need trusted advisors who know the product inside and out, understand what our customers are trying to accomplish, and can recommend the best way to get there. Dealerware’s Dealer Success Manager (DSM) partners directly with a portfolio of dealerships aligned by OEM, consulting them on how to get the most value from Dealerware. This is a customer-facing role, primarily conducted by phone and Zoom with occasional visits to dealership locations, and it is responsible for protecting and growing revenue through Gross Revenue Retention (GRR) and Net Revenue Retention (NRR). The Dealer Success Manager reports to the Manager, Dealer Success.

Requirements

2+ years of customer-facing experience, preferably in B2B SaaS.
Automotive or dealership experience is a plus.
10% travel to dealership locations, including occasional overnights, required.

Nice To Haves

Understand SaaS metrics including GRR, NRR, and churn rate.
Comfortable using AI-powered customer success tools to manage a portfolio efficiently.
Outstanding phone and video communication skills, comfortable leading structured business reviews with dealership leadership.
Strong judgment under pressure, able to triage customer needs and set expectations appropriately.
Comfortable following established playbooks while bringing a consultative, problem-solving approach to each dealer conversation.

Responsibilities

Own Net Revenue Retention (NRR) for your portfolio: proactively identifying, pursuing, and closing expansion opportunities such as, products, and services, and partnering with Sales on execution where needed to grow the value each account delivers.
Serve as a trusted, consultative advisor to a portfolio of dealerships aligned by OEM, helping them get the most value out of Dealerware.
Bring a white-glove, highly responsive approach to dealer availability, exercising sound judgment on what warrants immediate attention.
Build strong relationships with dealership staff across phone, Zoom, and in-person visits.
Proactively engage with dealerships by leading Impact Reviews (IRs) and Quarterly Business Reviews (QBRs) with dealerships in your portfolio. These cadences make up a significant part of the role.
Follow established dealer success playbooks to guide dealers from onboarding handoff through renewal and expansion.
Support OEM campaigns as they launch, helping dealers understand and act on them.
Own GRR and NRR outcomes for your portfolio of dealerships.
Monitor customer adoption, utilization, and overall health to proactively identify opportunities and potential risks to customer satisfaction and retention, developing mitigation plans as needed.
Escalate customer concerns appropriately while coordinating internal resources to drive timely resolution.
Maintain accurate customer account documentation, engagement plans, and success metrics.
Own upsell outcomes within your portfolio by consulting dealers on how to maximize value across their account, including expansion into additional Dealerware products, and partnering with Sales as needed.
Bring a growth mindset: seek feedback, build new skills, and grow within the Customer Success organization.
Actively participate in coaching and development opportunities provided by your manager.