Strategic Customer Success Manager - Enterprise; OEM

Role overview

Manage strategic post-sale relationships with enterprise automotive customers using an AI-enabled customer interaction platform. You will act as the central customer advocate, helping large accounts adopt the product, demonstrate measurable business value, resolve issues, coordinate complex initiatives, and retain and expand revenue. The role combines consultative customer success, operational ownership, and cross-functional leadership, with approximately 15%-20% travel.

• Serve as the primary post-sale contact for enterprise automotive accounts, coordinating inquiries, escalations, and internal follow-through.
• Increase adoption and usage by applying product, industry, and AI knowledge to customer goals and operating challenges.
• Manage multiple concurrent projects across teams and keep account activity aligned with agreed outcomes.
• Help customers define performance targets, analyze results, troubleshoot obstacles, and identify practical solutions.
• Present product value in recurring business reviews, periodic check-ins, and internal reporting.
• Support renewals, reduce churn, identify expansion opportunities, track cases and defects, maintain account documentation, and relay product feedback.

• At least three years of enterprise customer success experience.
• Experience working with automotive customers or within the automotive industry.
• Practical understanding of AI technologies such as large language models, voice AI, and automation platforms.
• Ability to connect product capabilities to customer ROI, business outcomes, retention, and revenue growth.
• Experience in SaaS, professional services, or managed services environments.
• Strong ownership, prioritization, communication, problem-solving, and change-management skills, with the ability to think strategically while maintaining customer focus.

• Approximately 15%-20% travel.
• Open and transparent working culture.
• Medical, dental, and vision coverage; life insurance; and short- and long-term disability coverage.
• Paid maternity and paternity leave, fertility benefits, generous vacation time, and additional extended holiday weekends.
• 401(k) plan and periodic company merchandise.