Dealerware

Customer Success Manager

• Serve as the day-to-day point of contact for strategic automotive partners, building strong, trusted relationships
• Own end-to-end partner project plans, including timelines, milestones, deliverables, and risk management
• Drive clear, consistent communication between internal teams (product, engineering, sales, marketing) and external partners
• Collaborate with product and engineering teams to advocate for partner needs and influence roadmap priorities
• Support onboarding of new partners, ensuring smooth integration and early success
• Lead regular status updates, business reviews, and executive check-ins with partners
• Proactively identify and resolve blockers to keep projects on track
• Align partner initiatives with company goals, ensuring mutual value and measurable outcomes
• Track and report on key performance metrics, deliverables, and success criteria
• Continuously improve processes, documentation, and partner experience

Partner Success Manager

• 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.

Implementation Specialist

• Deliver engaging virtual training sessions and occasional in-person enablement.
• Own and execute onboarding timelines, ensuring milestones and launch dates are met.
• Lead the setup, configuration, and optimization of Dealerware and B2C rental websites, ensuring launch and B2C site readiness, including validation of configurations, workflows, and user access.
• Assist in preparing training agendas, collateral, and follow-up communications.
• Reinforce platform best practices to drive early adoption and customer satisfaction.
• Stay up to date on new features and product updates to continuously improve onboarding quality.
• Serve as the primary point of contact for assigned dealerships during onboarding and training.
• Set clear expectations with customers regarding onboarding scope, timelines, and responsibilities.
• Proactively communicate progress, blockers, and next steps to Sales and the Customer Success Manager throughout implementation.
• Route technical issues and escalations to internal teams with clear documentation and context.
• Provide post-training reinforcement and best practice guidance.
• Monitor customer usage and performance during the first 15 calendar days post go-live.
• Identify adoption gaps, churn risks, and performance issues, and proactively recommend corrective actions to the Customer Success Manager.
• Contribute to customer-facing success summaries and performance reports.
• Document dealership workflows and internal processes to support continuous improvement.
• Follow best practices and onboarding playbooks, suggesting edits as appropriate.
• Support maintenance of training materials, SOPs, and customer-facing resources.
• Share insights with cross-functional teams to improve product and service delivery.
• Prepare onboarding wrap reports highlighting risks, wins, and recommendations for Customer Success handoff.
• Partner with Sales and CSMs to ensure a smooth handoff, including understanding customer goals, use cases, and configuration requirements.
• Collaborate with the Customer Enablement Program Manager to continuously improve training delivery and materials.
• Work with Product, Partnerships, and Customer Experience teams to communicate customer feedback and implementation challenges.