Director, Customer Success – Automotive

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

📋 Description

• Lead, mentor, and develop a team of Customer Success Managers alongside supporting roles in customer success within automotive accounts.

• Foster innovation, problem-solving, and a culture of continuous improvement within the customer success organization.

• Cultivate effective leadership and promote a culture of accountability, collaboration, engagement, and excellence.

• Oversee the overall performance of the Automotive Customer Success function, ensuring the achievement of retention, expansion, adoption, customer satisfaction, and operational excellence objectives.

• Implement robust account planning and customer success strategies across the portfolio, ensuring that teams effectively communicate customer goals, business outcomes, account/retention risks, and growth opportunities.

• Design and execute action plans aimed at minimizing churn risk, enhancing product adoption, and improving customer outcomes.

• Develop and enhance operational processes to boost efficiency, scalability, and customer experience.

• Promote operational excellence through established operating rhythms, clear performance expectations, evaluation mechanisms, and data-informed decision-making.

• Set and monitor key performance indicators related to customer health, adoption, retention, team performance, and customer outcomes; convert results into actionable insights and value discussions.

• Instill a culture of accountability by ensuring timely communication, proactive risk management, and disciplined follow-through within the organization.

• Formulate and implement the strategic vision and roadmap for the Automotive Customer Success organization, aligning team priorities with company goals and evolving customer needs.

• Engage directly with executive sponsors and key customers to strengthen relationships, expedite outcomes, and support critical escalations.

• Collaborate with senior leadership to convey customer trends, business risks, and strategic opportunities for the sector.

• Offer strategic guidance on customer engagement, account planning, issue resolution, and executive relationship management.

• Stay informed about automotive industry trends, competitive dynamics, and emerging customer needs.

• Act as an internal advocate for customers, providing feedback to enhance products, services, and overall customer experience.

• Work alongside Sales to strategize and execute renewal and growth plans, ensuring proactive risk management and coordinated account planning for strategic accounts.

• Partner with cross-functional teams (e.g., Product and Engineering) on implementations, escalations, product feedback, and customer advocacy initiatives that improve customer outcomes, eliminate barriers, and resolve systemic issues impacting customers.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• 10+ years of customer-facing experience in SaaS, enterprise software, technology platforms, or related sectors.

• 5+ years of leadership experience managing Customer Success Managers, managers, or other client-facing teams.

• Demonstrated experience leading large teams or multiple teams supporting SMB, Mid-Market, and complex Enterprise and Strategic customers.

• Strong automotive industry knowledge and domain expertise.

• Proven ability to lead amidst uncertainty, drive cross-functional alignment, and influence without direct authority.

• Experience managing B2B customer relationships, including renewals, retention, expansion, and strategic growth initiatives.

• Strong analytical and problem-solving abilities with the capacity to interpret customer data and performance metrics.

• Strategic mindset to connect customer objectives, business outcomes, and organizational goals.

• Exceptional written, verbal, presentation, and executive communication skills.

• Capability to influence and collaborate effectively across Sales, Product, Engineering, Marketing, and Operations teams.

• Experience in creating or improving processes that lead to operational excellence and customer success outcomes.

• Highly organized, self-motivated, and adept at managing multiple priorities and projects in a fast-paced environment.

• Proficient in Excel/Sheets, PowerPoint/Slides, and customer performance reporting tools.

• Ability to develop effective leaders, build high-performing teams, and enhance employee engagement.

• Bachelor’s degree required or equivalent experience.

🏝️ Benefits

• Paid Time Off: Flexible PTO for salaried employees.

• Hourly employees earn PTO based on tenure & receive 5 sick days annually, available from day 1. PTO accrues with each paycheck.

• 10 company-paid holidays plus 4 “Extended Company Holidays,” providing additional paid days off.

• Health and Welfare Benefits.

• Multiple medical and dental plan options, along with 100% company-paid vision coverage.

• 401k available through Fidelity.

• Paid Parental Leave for all eligible employees from day 1 of employment.

• Employer-paid short and long-term disability and life insurance.

• Critical Illness, Accident & Hospital Indemnity insurance.

• Employee Assistance Program (EAP).

• Access to various perks and wellbeing apps: - PerkSpot: Employee discount program - Wellhub (Gym Pass): Access to virtual wellbeing apps, coaching, and gym memberships - Carrot Fertility: Support for fertility, family planning, maternity, parenting, and hormonal health - Omada: Virtual prevention and physical therapy program - Ladder: Supplemental life insurance - SoFi: Financial wellbeing platform with personalized advice - Fetch: Pet insurance discount program - Spring Health for Guardian: Virtual mental health support - XP Health for Guardian: Virtual eyewear platform - Rate.com: Mortgage services discount program.