Customer Success Manager
Hiring only in: CA Work Truck Solutions' culture combines strong leadership, collaboration, and fun, with incredible growth opportunities for our employees in a fast-paced work environment providing employee engagement, recognition, and development. Our software company is committed to innovation in the rapidly changing commercial vehicle market space. Our vision and culture allow employees to be recognized as thought leaders and thrive in their careers.
In addition to the job responsibilities and requirements, the following values are essential to be a successful member of our team:
Curiosity: you seek knowledge, ask questions, and look for answers; you’re proactive and engaged
Perseverance: you hit a snag; you know this is your moment to figure things out and to shine
Innovation: you want to make things better, solve the puzzle, create something new
Flexibility: there’s a new opportunity; you’re ready to flip the script, grow and adapt
The Opportunity: Customer Success Manager We are seeking a proactive, strategically-minded Account Success Manager to join our team and serve as the trusted business advisor for our key automotive dealer accounts. This role is essential for driving customer value, maximizing product adoption, and ensuring high levels of customer retention and revenue expansion. You will own the long-term success of your assigned portfolio, moving beyond transactional support to focus on aligning our solutions with your customers' strategic business goals. The ideal candidate will possess a strong blend of business acumen, relationship management skills, and a passion for demonstrating product ROI.
Key Responsibilities
1. Strategic Account Management & Growth
- Develop and execute strategic account plans for your portfolio to drive product adoption, ensure long-term customer retention, and identify opportunities for revenue expansion (upsell/cross-sell).
- Proactively conduct regular Business Reviews (QBRs) with key stakeholders and decision-makers, focusing on achieving pre-defined success metrics and demonstrating Work Truck Solutions' return on investment (ROI).
- Act as the primary business partner for assigned dealers, actively soliciting and documenting customer feedback on product strategy and market trends to inform our internal roadmap.
- Proactively monitor account health and usage data to predict potential churn risks and implement targeted, data-driven action plans to mitigate them.
- Actively solicit and secure customer referrals and testimonials from satisfied, high-value accounts.
2. Customer Enablement & Value Realization
- Lead the full customer lifecycle post-sale, including ongoing value reinforcement, and proactive feature adoption campaigns.
- Serve as a product expert and consultant, coaching dealers on advanced use cases and configuration to directly solve specific business challenges (e.g., inventory management, lead generation).
- Create and deliver customized training and enablement sessions that focus on driving specific, measurable business outcomes for the dealer.
- Document all dealer interactions, success metrics, and next steps in the CRM to ensure a comprehensive account history that facilitates seamless internal support and strategic account planning.
3. Cross-Functional Collaboration & Process Improvement
- Act as the 'Voice of the Customer' internally, collaborating closely with other departments
- Escalate high-priority technical issues to the appropriate support or technical teams for rapid resolution, maintaining ownership of the customer communication throughout the process.
- Work cooperatively with internal teams to propose and document automation and process improvements that enhance the overall customer experience and internal efficiency.
Required Experience and Qualifications
- 3+ years of experience in Customer Success, Account Management, or a similar client-facing role where ownership of retention and/or expansion targets was a primary responsibility.
- Capable of providing excellent customer service and support in a positive, professional, empathetic, and customer-focused manner
- Demonstrated business acumen and ability to run strategic business reviews (QBRs) with senior-level decision-makers (include C-Suite and Ownership level)
- Proven ability to manage a portfolio of complex accounts, balancing competing priorities and driving outcomes aligned with business objectives.
- Exceptional verbal and written communication skills with the ability to articulate technical value to a non-technical audience.
- Strong analytical skills with the ability to interpret usage data and account health metrics to inform strategic decision-making.
- High proficiency in CRM software (e.g., Salesforce, HubSpot) for documentation and account health reporting.
- Intermediate understanding of Microsoft Excel/Word/Google Applications.
Preferred:
Associate's/Bachelor’s degree OR equivalent experience.
Experience in the Automotive or SaaS (Software as a Service) industry is a plus.
Benefits
- Meaningful work on world-class and industry-changing products
- Monday-Friday work week
- Excellent medical, dental, 401k and life insurance
- Employee options on voluntary vision, LTD and FSA coverage
- Paid Time Off (PTO) and paid holidays
- Flexible schedule
- A great culture
- Opportunity for next-level advancement in a fast-growing company