Customer Success Manager

Customer Success Manager Summary

A Customer Success Manager (CSM) is the primary point of contact for our dealer accounts, ensuring their success and satisfaction throughout the entire customer journey—from pre-launch activities to long‑term retention. The CSM plays a key role in managing pre‑launch activities, product launches, training sessions, technical support, ongoing account reviews and touchpoints, and driving retention efforts.

• Provides virtual account management to a designated book of business between 100-200 dealer accounts.
• Attends onboarding and pre‑launch consultation calls with the Implementation team to ensure a seamless handoff experience.
• Conducts pre‑live audits through a Hub Spot playbook to confirm set‑up and that the account is ready for launch.
• Hosts virtual launch meetings, with training sessions, decision makers and end users showcasing the Car Now platform.
• Performs refresh training for new dealer personnel when applicable.
• Achieves monthly retention goals by ensuring customer satisfaction and loyalty are met.
• Follows the Cancellation process for all churn in addition to contacting all cancellations within 24 business hours and documenting save plans in Hub Spot CRM.
• Completes dealer Touchpoints on a 45‑day cadence by emailing, texting or calling the dealer to check‑in and offer support.
• Delivers Account Reviews to dealership personnel, including decision makers, on a 90‑day cadence. Account Review should include, but is not limited to, product metrics reviews, ROI discussions, user engagement metrics, areas of opportunity and marketing suggestions.
• Makes backend configuration updates and provides technical support to the dealer ensuring that all settings are tested and function properly. Resolves all technical requests within SLA timeline.
• Provides best practices and product recommendations to the dealer to maximize ROI and user engagement.
• Tests and confirms connectivity to all 3rd party vendors such as inventory, website providers, integration partners.
• Reviews and analyzes dealer review audits from the Support Analyst team upon completion.
• Monitors CS Request ticket queue and address any tickets assigned to you within 24 business hours.
• Collaborates with the internal sales team on new deals and prospects, upsell opportunities, dealer changes, and dealership personnel updates.
• Utilizes Car Now CRM (Hub Spot) to log and document all communication and changes on an account. This includes emails, phone calls, Zoom meetings, and text messages.
• Actively participates in all continued education sessions offered to Car Now and completes all LMS courses within a timely manner.
• Reviews KPI dashboards regularly to ensure all KPI expectations are met.
• Diligently address special projects that pertain to your book of business upon request.

• 1 or more years of automotive software sales or in a dealership role utilizing automotive software (digital retail, CRM, desking, etc.) with a demonstrated understanding of the retail automotive industry.
• High School Diploma or equivalent required.
• Highly motivated, growth‑oriented, with the ability to multi‑task and juggle multiple different projects at once.
• Must have an outgoing, positive attitude and a strong work ethic.
• Confidence to suggest ideas and provide critical customer feedback to leadership.
• Organized, self‑motivated, and productive while unsupervised.
• Technologically savvy and computer proficient;
  Microsoft Office and CRM experience required.
• Establish and maintain customer confidence and provide exceptional customer service.
• Strong verbal and written communication skills.
• Remote Position; occasional travel required.