Customer Success Manager

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

📋 Description

• Take the lead on customer onboarding and implementation from the initial kickoff to the go-live stage across various dealerships and dealership groups.

• Manage project timelines, integrations, training, and the launch day activities.

• Promote daily product usage and measurable outcomes, including missed-call capture, appointment set rate, response time, show rate, and customer retention.

• Foster relationships with dealership leadership, including General Managers, General Sales Managers, Fixed Operations Directors, Service Managers, and BDC Managers.

• Conduct weekly check-ins, launch evaluations, and Quarterly Business Reviews (QBRs).

• Maintain accountability for customer metrics and outline next steps.

• Address escalations and collaborate with product and engineering teams to resolve issues.

• Implement and enhance onboarding, training, renewal, and support processes.

• Oversee retention and growth initiatives, including multi-rooftop rollouts, new use cases, and increased volume.

• Convert dealership feedback into actionable product insights, identify trends, and contribute to the development of future products.

⛳️ Requirements

• Candidates must reside in Florida.

• Willingness to travel regularly to customer dealerships throughout Florida.

• Proven experience managing a book of business and promoting adoption and retention in a dynamic environment.

• Background in a customer-facing role within an early-stage B2B SaaS organization.

• Excellent communication skills with dealers, demonstrating clarity, confidence, and organization.

• Proficient in leading calls, training teams, and drafting clear follow-up communications.

• Strong CRM management skills, including notes, tasks, and consistent account planning.

• Capability to adhere to processes diligently and maintain operational efficiency.

• Ability to cultivate authentic customer relationships with a focus on outcomes.

• Demonstrated high ownership and unwavering follow-through.

• Openness to working in a nascent company with evolving processes.

• Familiarity with dealer technology ecosystems such as DMS/CRM/schedulers, call tracking, and BDC workflows (preferred but not required).

• Experience in scaling onboarding across multi-rooftop groups (preferred but not required).

• Comfort with light technical coordination, integrations, data mapping, and troubleshooting (preferred but not required).

• Background in QBRs linked to dealership KPIs such as RO count, appointments, CSI, and retention (preferred but not required).

🏝️ Benefits

• Equity opportunities.

• Comprehensive benefits package including medical, dental, and vision coverage.

• Flexible paid time off (PTO).

• Join a small, high-trust, fast-paced team that genuinely enjoys building something meaningful.