Manager of Customer Success
DealerOn
•$62,800 - $91,550•Remote
About The Position
The Manager of Customer Success leads customer success operations, balancing customer satisfaction with business objectives. The role focuses on cultivating customer relationships, retaining and consulting with customers, upselling products and services to improve website performance, and resolving customer issues. It also includes mentoring and coaching team members, providing operational leadership, representing the Voice of the Customer, and driving data-informed process improvements. This position is fully remote and open to US residents only.
Requirements
- Bachelor’s degree in computer science, marketing, project management, business administration, or a related field.
- Over 5 years of managerial experience demonstrating effective team leadership.
- Outstanding communication abilities, including the ability to explain technical matters clearly to varied audiences.
- Proven track record of achieving or exceeding metrics, upselling, quotas, and KPIs, with favorable customer feedback.
- Exceptional customer service skills, technical proficiency, and ability to handle time-sensitive tasks in a fast-paced setting.
- Proficiency in Microsoft Office and other essential business software applications.
Nice To Haves
- Familiarity with Salesforce, JIRA, or similar tracking systems.
- Previous management of Enterprise-level accounts.
- Working knowledge of HTML, CSS, and Bootstrap.
- Expertise in the automotive digital marketing industry.
Responsibilities
- Ensure effective communication, understanding, and implementation of strategy and customer KPIs across cross-functional teams, including Net Revenue Retention, Monthly Touch Points, Customer Satisfaction, Average Churn Score, SLAs, and Quality Assurance.
- Conduct annual performance reviews and set quarterly goals for team members.
- Hold the team accountable to departmental performance metrics and OKRs to foster continuous improvement.
- Conduct monthly team business reviews to address customer concerns and issues and provide solutions.
- Prioritize and improve the resolution of escalated customer issues, serving as the escalation point for complex cases.
- Ensure employee performance aligns with company standards, conduct performance evaluations, and follow the progressive discipline process in accordance with company policy.
- Conduct one-on-one meetings with CSMs to ensure daily tasks are completed and provide updates to stakeholders.
- Supervise daily team operations, including customer follow-ups, training-code reviews, aging-case reviews, and communication in Slack rooms and email distributions.
- Verify that all team members have completed required training.
- Update the team weekly on new product and procedure information, customer needs, and company-related issues.
- Manage interviewing and onboarding for new department employees.
- Use the Planner Board to track project statuses and provide updates to stakeholders.
Benefits
- Medical, dental, and vision insurance.
- Company-matched 401(k) plan.
- Flexible PTO and sick leave.
- Six weeks of paid parental leave.
- Eight paid national holidays.
- Company-paid basic life insurance.
- Voluntary supplemental life insurance.
- Voluntary long-term and short-term disability insurance.
- Voluntary pet insurance.
- Optional healthcare and dependent care FSA account.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
