Senior Manager, Customer Success – Automotive AI

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

📋 Description

• Lead and nurture a team dedicated to serving Podium’s enterprise automotive clients.

• Establish priorities, mentor in executive communication and problem-solving, and ensure the team is accountable for adoption, customer outcomes, retention, and growth.

• Provide guidance to dealer group executives, owners, and general managers on leveraging AI to enhance operations.

• Convert business priorities into actionable plans that include milestones, responsible parties, and success metrics.

• Conduct thorough exploration into sales and service workflows to pinpoint necessary changes in processes, roles, handoffs, and human oversight.

• Supervise AI implementations and adoption across various locations alongside onboarding and technical teams.

• Collaborate on readiness, deployment, training, and continuous improvement initiatives.

• Create business cases for AI initiatives and showcase results through executive reviews.

• Evaluate performance data, identify gaps, and propose actionable recommendations.

• Manage portfolio retention and growth, recognize risks, spearhead recovery strategies, and work with Sales on expansion efforts.

• Convey customer insights to Product and Engineering and facilitate the resolution of critical issues.

• Develop repeatable discovery methods, rollout playbooks, and reporting frameworks to scale effective practices across automotive groups.

• Travel for customer engagements, on-site working sessions, and executive meetings.

⛳️ Requirements

• Proven experience leading enterprise client engagements in management consulting, technology transformations, enterprise solutions, professional services, or customer success.

• Background at a prominent consulting firm is an advantage.

• Demonstrated history of managing and developing high-performing teams, with a focus on accountability for customer or business outcomes.

• Strong executive presence coupled with excellent communication skills.

• Capability to lead working sessions, constructively challenge assumptions, and present clear recommendations to senior decision-makers.

• Robust analytical skills and commercial acumen.

• Proficient in building business cases, evaluating ROI, and linking product adoption to operational performance, retention, and growth.

• Practical knowledge of AI capabilities and limitations, along with experience in integrating AI into business workflows.

• Ability to bridge gaps between business stakeholders and technical teams.

• Experienced in delivering complex programs involving multiple stakeholders or locations, including process modifications and employee adoption.

• Interest in the automotive sector and a willingness to gain in-depth knowledge of dealership operations.

• Previous experience with dealerships or other distributed, multi-location enterprises is a plus.

• Demonstrated ownership and sound judgment in a rapidly changing environment.

• Capacity to transition from strategic recommendations to detailed execution.

• Willingness to travel 15% to 20% of the time.

🏝️ Benefits

• Open and transparent culture.

• Life insurance.

• Coverage for long and short-term disabilities.

• Paid maternity and paternity leave.

• Fertility benefits.

• Generous vacation policy.

• Three 4-day summer holiday weekends.

• Comprehensive medical, dental, and vision benefits.

• 401k Plan.

• Bi-annual swag drops featuring Podium gear and apparel.

• Access to a gym at the Utah HQ with local professional coaches and classes.

• Onsite child care center at the Utah HQ, subsidized for employees.