Customer Success Manager

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

📋 Description

• Act as the main point of contact and advocate for a designated portfolio of automotive dealers and dealer groups.

• Foster customer relationships and serve as a strategic advisor.

• Create retention strategies to reduce churn.

• Develop customer success plans with measurable outcomes.

• Represent the Voice of the Customer and collaborate on product improvements.

• Conduct Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) with top-tier customers.

• Track product usage to spot risks and opportunities for account growth.

• Collaborate with Sales to formulate renewal and growth plans aimed at enhancing Net Revenue Retention.

• Identify and communicate stories of ROI and value outcomes.

• Discover upsell and cross-sell opportunities for existing Darwin customers.

• Address customer concerns across various departments including Customer Solutions, Product, Sales, Implementation, and Customer Support.

• Enhance internal processes, customer experience, and product playbooks.

• Assist in seamless transitions from Implementation to standard operations.

• Ensure the accuracy of customer records, success plans, and risk indicators within CRM systems.

• Provide feedback on success playbooks and health scoring metrics.

• Share insights, case studies, and process enhancements to aid team development.

• Collaborate globally on customers spread across multiple regions.

⛳️ Requirements

• At least three years of experience in F&I or Sales Management within a dealership setting.

• Alternatively, five years of relevant experience with an automotive vendor in automotive finance.

• Exceptional skills in relationship-building, communication, and interpersonal interaction.

• Comfortable engaging with senior decision-makers.

• Possess an analytical mindset with the capability to interpret usage, adoption, NPS, and health-score data.

• Proven problem-solving skills and the ability to influence cross-functional teams.

• Knowledge of subscription-based data products and services is preferred.

• Strong focus on customer satisfaction.

• Must have legal authorization to work in the country where employment is being offered.

• JD Power does not sponsor employment for this position.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for professional learning and development.

• Reasonable accommodations provided throughout the recruitment process.

• Virtual-first work environment.