Customer Success Manager

Customer Success Manager
Summary:
A Customer Success Manager (CSM) is the primary point of contact for our dealer accounts, ensuring their success and satisfaction throughout the entire customer journey-from pre-launch activities to long-term retention. The CSM plays a key role in managing pre-launch activities, product launches, training sessions, technical support, ongoing account reviews and touchpoints, and driving retention efforts.

Responsibilities:

Provides virtual account management to a designated book of business between 100-200 dealer accounts.
Attends onboarding and pre-launch consultation calls with the Implementation team to ensure a seamless handoff experience.
Conducts pre-live audits through a HubSpot playbook to confirm set-up and that the account is ready for launch.
Hosts virtual launch meetings, with training sessions, decision makers and end users showcasing the CarNow platform.
Performs refresh training for new dealer personnel when applicable.
Achieves monthly retention goals by ensuring customer satisfaction and loyalty are met.
Follows the Cancellation process for all churn in addition to contacting all cancellations within 24 business hours and documenting save plans in HubSpot CRM.
Completes dealer Touchpoints on a 45-day cadence by emailing, texting or calling the dealer to check-in and offer support.
Delivers Account Reviews to dealership personnel, including decision makers, on a 90- day cadence. Account Review should include, but is not limited to, product metrics reviews, ROI discussions, user engagement metrics, areas of opportunity and marketing suggestions.
Makes backend configuration updates and provides technical support to the dealer ensuring that all settings are tested and function properly. Resolves all technical requests within SLA timeline.
Providers best practices and product recommendations to the dealer to maximize ROI and user engagement.
Tests and confirms connectivity to all 3rd party vendors such as inventory, website providers, integration partners.
Reviews and analyzes dealer review audits from the Support Analyst team upon completion.
Monitors CS Request ticket queue and address any tickets assigned to you within 24 business hours.
Collaborates with the internal sales team on new deals and prospects, upsell opportunities, dealer changes, and dealership personnel updates.
Utilizes CarNow CRM (HubSpot) to log and document all communication and changes on an account. This includes emails, phone calls, Zoom meetings, and text messages.
Actively participates in all continued education sessions offered to CarNow and completes all LMS courses within a timely manner.
Reviews KPI dashboards regularly to ensure all KPI expectations are met.
Diligently address special projects that pertain to your book of business upon request.


Requirements:

1 or more years of automotive software sales or in a dealership role utilizing automotive software (digital retail, CRM, desking, etc.) with a demonstrated understanding of the retail automotive industry.
High School Diploma or equivalent required.
Highly motivated, growth-oriented, with the ability to multi-task and juggle multiple different projects at once.
Must have an outgoing, positive attitude and a strong work ethic.
Confidence to suggest ideas and provide critical customer feedback to leadership.
Organized, self-motivated, and productive while unsupervised.
Technologically savvy and computer proficient; Microsoft Office and CRM experience required.
Establish and maintain customer confidence and provide exceptional customer service.
Strong verbal and written communication skills.
30% travel required.