Customer Success Manager

About Dealerware

Key Responsibilities

• Develop and execute customer success strategies to increase adoption and drive dealer engagement to meet business objectives.
• Proactively monitor customer usage and identify opportunities for improved utilization of platform features.
• Deliver monthly Executive Business Reviews and Impact Reviews, partnering with customer stakeholders to evaluate progress against success criteria, surface risk, and drive outcomes.
• Partner with customers to align platform use with their business goals and uncover growth opportunities.

• Act as the primary point of contact for assigned accounts, building strong, long-term relationships with key stakeholders.
• Provide ongoing support and guidance to customers, ensuring their satisfaction and loyalty.
• Proactively identify upsell opportunities, introduce new features, and ensure customer renewals.
• Handle escalations with professionalism and a focus on swift resolution.

• Manage occasional training, ensuring a smooth and timely implementation process for new users.
• Work cross-functionally to maintain implementation plans, including detailed timelines, milestones, and deliverables.
• Serve as a liaison between sales and implementation during the onboarding process, addressing customer needs and technical requirements.

• Act as the Voice of the Customer, sharing customer insights and feedback with internal teams to drive product and process improvements.
• Collaborate cross-functionally with Sales, Product, and Support teams to ensure customers achieve desired outcomes.
• Develop and contribute to scalable resources, including training materials, playbooks, and success templates.
• Stay informed on industry trends, best practices, and customer success innovations to enhance your impact.