Dealer Spike LLC

Customer Success Manager

• Provide hands-on coaching, feedback, and support to a team of SaaS Account Managers
• Translate company and departmental goals into clear, actionable plans
• Distribute work and manage team bandwidth across accounts and strategic initiatives
• Conduct weekly 1:1s, performance check-ins, and ongoing development plans
• Partner with leadership to recruit, onboard, and retain top customer success talent
• Manage a small book of business to stay connected to customer needs and product usage
• Serve as an escalation point for complex issues, working cross-functionally with Product, Engineering, and Support to deliver fast resolutions
• Ensure proactive client touchpoints, QBRs, and health checks are consistently executed
• Monitor customer health scores, adoption metrics, and feedback loops to identify risks and opportunities
• Lead or contribute to internal initiatives focused on tooling, process improvement, and customer lifecycle management
• Conduct call audits and review account health metrics to ensure quality and consistency
• Collaborate on enablement and training efforts to keep the team informed and empowered
• Deliver weekly reports summarizing escalations, trends, team KPIs, and upcoming priorities

Team Lead – Customer Success