Customer Success Manager

TASKS & RESPONSIBILITIES

Customer Growth & Value Expansion

• Analyze complex technical and usage data to identify strategic expansion opportunities
• Collaborate with Sales, Engineering, and Product Management to align growth strategies with customer technical requirements
• Maintain detailed CRM records based on structured data models and forecasting methodologies
• Provide product improvement insights using analytical and engineering-related feedback from customer engagements

Retention & Risk Management

• Monitor account health using quantitative metrics, dashboards, and data analytics tools
• Conduct structured technical and business reviews with enterprise clients
• Support renewal strategies based on lifecycle modeling and customer-specific technical deliverables
• Implement escalation and mitigation frameworks using cross-functional collaboration

Customer Engagement & Relationship Building

• Serve as a technical advisor by applying engineering, software, and data-driven insights
• Lead training sessions, product workshops, and industry-specific webinars
• Translate customer technical needs into actionable product guidance
• Promote adoption of specialized tools, analytics dashboards, and workflow platforms

Operational Excellence & Continuous Improvement

• Contribute to process optimization efforts involving automation, systems integration, and operational analytics
• Participate in post-incident technical reviews with Engineering and Product teams
• Document technical workflows and standard operating procedures
• Support cross-team knowledge sharing, including development of repeatable methodologies

Professional Development & Expertise

• Maintain expertise in automotive systems, engineering principles, data analytics, and SaaS solution design.
• Stay current on emerging technologies, competitive intelligence, and industry trends.
• Complete required certifications in product platforms, analytics tools, and customer success methodologies

Educational Requirements

• Required:
  
  Bachelor’s degree or higher in Engineering (Automotive, Mechanical, Industrial), Information Systems, Computer Science, Data Analytics, or a closely related field.
• Equivalent combinations of specialized training and progressively responsible professional experience may be accepted in lieu of a formal degree
• Preferred:
  Master’s degree in Business Administration, Engineering Management, Data Analytics, or Marketing

Professional Background

• Experience in customer success, technical account management, engineering account support, or related technical/business roles
• Proven ability to manage enterprise-level relationships and deliver data-backed outcomes
• Experience interpreting technical data, software usage metrics, or engineering workflows

Skills & Abilities

• Strong understanding of automotive engineering concepts, vehicle systems, or supplier/OEM processes
• Proficiency with CRM platforms and analytics tools
• Ability to translate technical data into business insights
• Excellent communication, stakeholder management, and problem-solving skills
• Adaptability in a fast-moving, innovation-driven environment
• Commitment to ongoing technical and professional development

• PTO
• PAID COMPANY HOLIDAYS
• 401(K) + EMPLOYER MATCH
• MEDICAL, DENTAL, VISION INSURANCE
• BASIC + VOLUNTARY LIFE INSURANCE
• SHORT + LONG TERM DISABILITY INSURANCE
• TUITION REIMBURSEMENT
• FSA