Autura

Customer Success Manager

• Own and grow Autura's enterprise and strategic account portfolio, driving retention, expansion, and long-term platform adoption across our most complex customer relationships.
• Own a personal portfolio of strategic accounts in addition to team leadership responsibilities during the buildout phase. This role requires a player-coach who is as comfortable in the work as above it.
• Serve as the senior escalation point for high-stakes customer situations — bringing calm, structure, and a clear recovery path to at-risk accounts.
• Build and lead a team of Strategic Customer Success Managers, setting the standard for how Autura engages its most important customers.
• Develop and operationalize account planning frameworks, executive business review processes, and customer health strategies that scale as the portfolio grows.
• Partner with Sales to identify and convert expansion opportunities within existing accounts — helping customers grow their business by extending their use of Autura across new product areas, including TowPay, Marketplace, and future offerings.
• Navigate multi-stakeholder relationships within enterprise organizations — from operators and dispatch managers to executives and ownership groups — to deepen Autura's presence and uncover new opportunities.
• Work closely with Product, Implementation, and Support to translate customer needs into platform improvements and ensure customers are realizing full value across integrated product lines.
• Bring a consultative, project-based approach to enterprise engagements — acting as a trusted advisor who helps customers run their operations more efficiently using Autura as the backbone.
• Represent Autura at industry events, motor club partnerships, and towing association conferences to build relationships and stay close to where the industry is heading.
• Partner with executive leadership on acquisition integration — helping bring acquired products and customer bases into the Autura ecosystem in a way that feels connected and coherent to customers.
• Own post-implementation engagement to ensure customers are actively using the platform — tracking adoption metrics, identifying gaps, and driving customers toward the outcomes that made them buy in the first place.
• Build and maintain a customer health framework across the strategic portfolio — using leading indicators to get ahead of churn risk before it becomes an escalation.
• Own or co-own renewal strategy for strategic accounts, including multi-year contract planning, pricing conversations, and risk mitigation on complex renewals.
• Lead change management for strategic accounts through product updates, platform migrations, and new feature rollouts — ensuring customers are prepared, adoption is supported, and disruption to their operations is minimized.

Director, Customer Success