Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a portfolio of strategic accounts throughout North America.

• Act as the main point of contact for customers after onboarding.

• Ensure consistent communication through regular check-ins, account evaluations, and Quarterly Business Reviews.

• Deliver proactive and responsive customer assistance.

• Grasp customer requirements, challenges, and business goals.

• Coordinate customer concerns with Support, Product, Engineering, Sales, and Operations teams.

• Follow up on unresolved issues and keep customers updated during the resolution process.

• Identify accounts at risk and devise action plans to ensure satisfaction and retention.

• Comprehend customers’ systems, workflows, integrations, and operational procedures.

• Collect information to effectively qualify and escalate technical issues.

• Interpret customer needs and technical difficulties for internal teams.

• Clarify technical subjects to both technical and non-technical stakeholders.

• Assist customers in determining whether issues necessitate configuration adjustments, process modifications, product guidance, or technical escalation.

• Monitor usage and engagement, addressing any gaps in adoption.

• Aid customers in maximizing the features of CarCutter, including batch editing, AI background replacement, 360° spins, custom showrooms, APIs, and integrations.

• Suggest workflows and capabilities that enhance customer efficiency.

• Illustrate operational and business value through data and customer results.

• Identify opportunities to broaden usage across various locations, teams, brands, or services.

• Support renewals by showcasing customer value and mitigating risks.

• Contribute to retention and save strategies.

• Spot expansion opportunities within multi-location dealership groups and automotive organizations.

• Collaborate with Account Executives on qualified upsell and expansion initiatives.

• Work alongside Support and Product teams to address bugs, technical issues, and user friction.

• Collect and relay customer feedback to internal stakeholders.

• Identify recurring problems and contribute to documentation, processes, and product usability enhancements.

• Share customer insights and feedback from the North American market with the broader organization.

⛳️ Requirements

• Minimum of 3 years experience in Customer Success, Account Management, Client Services, Technical Account Management, or a comparable customer-facing role.

• Experience managing B2B SaaS customers throughout the post-sales process.

• Strong background in customer support, issue ownership, escalation management, or service delivery.

• Experience working with enterprise, mid-market, or multi-location clients.

• Ability to understand customer workflows, systems, integrations, and technical dependencies.

• Technical proficiency and comfort discussing APIs, integrations, data flows, and SaaS platforms.

• Capability to articulate technical subjects clearly to both technical and non-technical audiences.

• Excellent communication, presentation, organization, and follow-up skills.

• Proven aptitude for managing multiple customers, priorities, and issues autonomously.

• Experience collaborating with Support, Product, Engineering, Sales, and Operations teams.

• Professional fluency in English, both written and spoken.

• Willingness to travel occasionally within North America.

• Spanish or French language skills are advantageous, but not mandatory.

• Nice-to-have: experience with automotive dealerships, dealer groups, automotive marketplaces, vehicle retailers, OEMs, or automotive technology providers.

• Nice-to-have: understanding of the North American automotive retail landscape.

• Nice-to-have: familiarity with Dealer Management Systems, inventory platforms, digital retailing solutions, or automotive marketplaces.

• Nice-to-have: experience with CRM platforms, preferably HubSpot.

• Nice-to-have: experience with APIs, integrations, or technical implementation projects.

• Nice-to-have: familiarity with AI-powered products, image processing, computer vision, or digital merchandising.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible work arrangements and a supportive work environment.