Customer Success Account Manager

Location

Hybrid working, office base either Nantwich or Milton Keynes.

Full time, Permanent.

Standard business weekday hours.

Up to 40k + leadership bonus.

At ROI, we support 70% of the UK’s automotive brands in achieving their strategic sales goals and delivering exceptional customer service. By merging innovative marketing strategies with cutting‑edge tech solutions, we connect consumers and manufacturers, driving industry transformation. Our expertise shines through our work with global brands such as BMW, JLR, Volvo, Kia, and Volkswagen.

As a Customer Success Account Manager you will act as the technical point of contact for a portfolio of automotive customers and leasing companies, building trusted relationships and taking ownership of their journey from onboarding to long‑term success.

You will support a range of CRM and bespoke digital solutions designed to solve industry challenges across automotive fleet, helping brands and system users maximise the value of our products, services and support.

By combining relationship management, technical account ownership and data‑led insight, you will provide clear guidance across your account portfolio, ensuring requests, queries and changes are understood, prioritised and progressed effectively.

• Build strong relationships with automotive brand clients and leasing companies, providing guidance and support that helps them maximise the value of ROI’s digital platforms and services.
• Own the customer lifecycle from onboarding and adoption through to retention, renewals and growth.
• Act as the primary technical point of contact, ensuring queries, issues and client‑led changes are clearly understood and progressed through to resolution.
• Deliver onboarding sessions, customer reviews, workshops and webinars that help customers and system user groups understand, adopt and get value from the platforms.
• Analyse platform usage and engagement data to identify trends, risks and opportunities to improve adoption, satisfaction and retention.
• Support platform enhancements, release activity, user acceptance testing and client‑led change requests.
• Work closely with internal project teams to provide customer context, support delivery activity and ensure client requirements are clearly understood.
• Produce clear reporting, insight and recommendations that demonstrate value and support customer decision‑making.
• Use customer insight and account knowledge to support satisfaction, platform adoption, retention and future commercial growth across your portfolio.

We are looking for a customer‑focused, relationship‑driven professional who enjoys solving problems, building long‑term partnerships and helping customers and system users get real value from digital platforms.

You should be curious about technology, comfortable with technical conversations and confident engaging with stakeholders at all levels. You will need to communicate clearly, ask the right questions and turn customer needs, data and technical detail into clear actions.

Strong attention to detail, proactive ownership and a collaborative approach will be key to succeeding in this role.

• Experience in customer success, account management or technical account management within a Software as a Service (SaaS) or digital platform environment.
• Strong technical understanding of customer platforms, with Salesforce experience highly desirable.
• Excellent relationship‑building and communication skills, with confidence engaging stakeholders at all levels.
• Experience managing multiple customer accounts and balancing competing priorities.
• Strong analytical skills, with the ability to interpret data and turn insight into meaningful recommendations.
• Experience working collaboratively across cross‑functional teams to support customer outcomes and progress technical queries or change requests.
• A proactive approach to problem solving, with the ability to take ownership of issues through to resolution.
• Strong attention to detail, with a commitment to accurate records, clear follow‑up and high‑quality customer support.
• Experience with in automotive…