Customer Success Manager

Field Based Position – Must reside near a major airport. Candidates must reside in one of the states:
Massachusetts, New Jersey, New York or Connecticut.

About US:

CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (“OEMs”) across automotive and related industries. The Company’s cloud-based, software as a service (“SaaS”) platform enables dealerships to manage their end‑to‑end business operations, including the acquisition, sale, financing, insuring, repair, and maintenance of vehicles. By automating and streamlining critical workflows, the integrated platform of modern solutions enables dealers to sell and service more vehicles by creating simple and convenient experiences for customers and improving their financial and operational performance.

The Customer Success Manager is responsible for client satisfaction and success. By interacting with assigned dealerships the Customer Success Manager will understand the business needs of the customer in order to assist with driving the CDK solution value, maximize adoption and utilization of CDK products, help customers achieve value, drive client engagement, minimize churn, and identify and nurture additional revenue opportunities in partnership with sales.

• Field questions and direct clients to appropriate support resources.
• Assist clients with defining their strategy around CDK solutions: working with customers to ensure they understand CDK's products and how best to utilize them for their individual needs and goals.
• Maintain pre-established relationships with dealership management.
• Demonstrate expertise in CDK products, establishing a reputation for being a trusted advisor.
• Assess dealership risk factors, identify risk mitigation strategies to ensure continued success of CDK applications and new layered application opportunities.
• Prepare client‑specific reports and presentations to educate and drive growth in the client’s organization.
• Identify opportunities and create a plan for addressing training needs for dealership staff.
• Partner with Sales to be a key asset in helping grow the CDK business with the client.
• Successfully identify and implement strategies for retaining “at risk” clients.
• Develop a productive working relationship with Sr. CSMs; occasionally assist Sr. CSMs where needed.
• Seek and listen to feedback.
• Demonstrate a positive outlook on work.
• Provide recognition to peers.
• Utilize Totango to document value‑added conversations & engagements with dealer partners.
• Follow all CDK Global policies and procedures.
• Complete all mandatory assigned compliance tasks and acknowledgements.
• Travel 50% – 75% of the time to client sites.

• Minimum 4 years of client services, marketing or sales experience.
• B2B or outside sales or account management in a similar industry.
• Ability to work and influence across all levels of the dealership.
• Knowledge of CDK applications and familiarity with automotive industry.
• In‑depth knowledge of variable dealership operations or training dealer staff on software applications and processes.
• Experience with Salesforce.
• High sense of urgency.
• Handles high‑stress interactions and situations and is able to de‑escalate appropriately using empathy.
• Strong communication skills with peers as well as clients, both oral and written.
• Ability to work as a team member with limited supervision.
• Time management and completion of tasks to a definite deadline.
• Ability to travel to client sites.
• Valid driver’s license / travel documents (if applicable).

• 3+ years of retail automotive experience.
• Familiarity with CDK's org structure, solutions, implementation and service models.
• SaaS experience preferred but not required.
• Experience using a CX platform.
• Some automotive knowledge (areas of the dealership and dealer workflows).
• BA/BS preferred.

$64,000 to $81,000.

• Medical, dental, and vision benefits.
• Paid Time Off (PTO).
• 401K Matching Program.
• Tuition Reimbursement.

Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law. Applicants for employment in the US must be authorized to work in the US.

CDK may offer employer visa sponsorship to applicants.

CDK retains the right to change or assign other duties to this position as needed. CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location. The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.