Customer Success Manager, North America

About Car Cutter

At Car Cutter, we are redefining automotive sales with AI-powered image technology that helps dealerships and marketplaces sell more vehicles, faster.

At Car Cutter, we are redefining automotive sales with AI-powered image technology that helps dealerships and marketplaces sell more vehicles, faster.

We are looking for a highly motivated and customer-focused Customer Success Manager to support and grow our customer base across North America.

You will manage strategic customer relationships after onboarding, ensure customers receive continuous support, and help them achieve measurable value from the Car Cutter platform.

The initial onboarding and implementation process is managed by our Onboarding Specialist. The CSM will take ownership of the ongoing customer relationship once the customer is live.

Your mission will be to build long-term customer partnerships, drive adoption, provide proactive support, and contribute to retention and growth.

You will be a reliable and present point of contact for customers, helping them navigate operational challenges, understand their technical environment, resolve issues efficiently, and make the most of Car Cutter’s solutions.

• Manage a portfolio of strategic accounts across North America.
• Serve as the primary post-onboarding point of contact for customers.
• Maintain regular communication through check-ins, account reviews, and Quarterly Business Reviews.
• Provide proactive and responsive support, ensuring customers feel heard and well supported.
• Understand customer needs, challenges, and business objectives.
• Coordinate customer issues with Support, Product, Engineering, Sales, and Operations.
• Follow up on open issues and keep customers informed throughout the resolution process.
• Identify at-risk accounts and develop action plans to protect customer satisfaction and retention. Understanding the customer’s technical environment
• Develop a clear understanding of each customer’s systems, workflows, integrations, and operational processes.
• Become familiar with relevant tools and dependencies, including Dealer Management Systems, inventory platforms, APIs, marketplaces, and third-party integrations.
• Gather the right information to qualify and elevate technical issues effectively.
• Translate customer needs and technical challenges into clear information for internal teams.
• Explain technical topics clearly to both technical and non-technical stakeholders.
• Help customers determine whether issues can be addressed through configuration, process changes, product guidance, or technical escalation. Product adoption and value realization
• Monitor customer usage and engagement, and proactively address adoption gaps.
• Help customers maximize the value of Car Cutter’s features, including batch editing, AI background replacement, 360° spins, custom showrooms, APIs, and integrations.
• Recommend workflows and capabilities that improve customer efficiency.
• Demonstrate the operational and business value of the platform through data and customer outcomes.
• Identify opportunities to expand usage across additional locations, teams, brands, or services. Retention, renewals, and expansion
• Support renewal activities by demonstrating customer value and addressing risks.
• Contribute to customer retention and save plans in partnership with Sales and internal teams.
• Identify expansion opportunities within multi-location dealership groups and automotive organizations.
• Partner with Account Executives on qualified upsell and expansion opportunities. Customer feedback and internal collaboration
• Collaborate with Support and Product teams to resolve bugs, technical challenges, and user friction.
• Gather customer feedback and communicate it clearly to internal stakeholders.
• Identify recurring issues and contribute to improvements in documentation, processes, and product usability.
• Share customer insights and North American market feedback with the wider organization.

• 3+ years of experience in Customer Success, Account Management, Client Services, Technical Account Management, or a similar customer-facing role.
• Experience managing B2B SaaS customers throughout the post-sales lifecycle.
• Strong experience in customer support, issue ownership, escalation management, or service delivery.
• Experience working with enterprise, mid-market, or multi-location customers.
• Ability to understand customer workflows, systems,…