Reputation

Senior Manager, Customer Success – Automotive

Reputation

full-time

Posted on:

Location Type: Hybrid

Location: Scottsdale • Arizona • Utah • United States

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Job Level

Senior

About the role

  • Lead, coach, and develop a team of Customer Success Managers supporting automotive customers.
  • Provide guidance on customer engagement strategies, account planning, and issue resolution.
  • Oversee the customer lifecycle including onboarding, product adoption, ongoing engagement, renewal, and expansion opportunities.
  • Support the team in building strong relationships with customer stakeholders and executive sponsors.
  • Monitor customer health metrics and account performance to proactively identify risks and growth opportunities.
  • Guide the team in developing action plans to address churn risk and drive increased product adoption.
  • Partner with Sales teams to support renewal strategy and identify expansion opportunities within accounts.
  • Work closely with Product and Engineering teams on customer implementations, escalations, and product feedback.
  • Ensure consistent execution of customer success processes, best practices, and service standards.
  • Analyze account performance data and support the team in translating results into customer insights and value discussions.
  • Collaborate with cross-functional partners to improve the overall customer experience and address customer needs.
  • Maintain awareness of automotive industry trends and competitive dynamics that may impact customers.
  • Serve as an internal advocate for customers and provide feedback that helps improve products and services.
  • Contribute to team operational improvements and initiatives that support the growth of the customer success organization.
  • Perform additional responsibilities as assigned.

Requirements

  • 7+ years of customer-facing experience, preferably in SaaS, enterprise software, or technology platforms.
  • 3+ years of people leadership experience managing Customer Success Managers or similar client-facing roles.
  • Experience managing B2B customer relationships including renewals, retention, and account growth.
  • Automotive industry experience or familiarity with automotive customers strongly preferred.
  • Strong analytical skills with the ability to interpret customer data and performance metrics.
  • Excellent written, verbal, and presentation skills with the ability to communicate with senior stakeholders.
  • Ability to collaborate effectively across sales, product, and operational teams.
  • Highly organized, self-driven, and able to manage multiple priorities in a fast-paced environment.
  • Strong problem-solving skills and the ability to develop practical solutions to customer challenges.
  • Bachelor’s degree required or equivalent experience.
Benefits
  • Paid Time Off: Flexible PTO for salary paid employees
  • Hourly employees accrue PTO based on tenure & receive 5 sick days annually. Sick days are available day 1. PTO accrues on a per paycheck basis.
  • 10 company paid holidays plus 4 “Extended Company Holidays,” which are additional paid days off for the company.
  • Multiple medical and dental plan options, plus 100% company paid vision coverage
  • 401k available through Fidelity
  • Paid Parental Leave for all eligible employees as of day 1 of employment
  • Employer paid short and long term disability and life insurance
  • Critical Illness, Accident & Hospital Indemnity insurance
  • Employee Assistance Program (EAP)
  • Access to a wide variety of perks and wellbeing apps: - PerkSpot: Employee discount program - Wellhub (Gym Pass): Access to virtual wellbeing apps, coaching, and gym memberships - Carrot Fertility: Support for fertility, family planning, maternity, parenting, and hormonal health - Omada: Virtual prevention and physical therapy program - Ladder: Supplemental life insurance - SoFi: Financial wellbeing platform with 1:1 advice - Fetch: Pet insurance discount program - Spring Health for Guardian: Virtual mental health support - XP Health for Guardian: Virtual eyewear platform - Rate.com: Mortgage services discount program
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer engagement strategiesaccount planningissue resolutioncustomer lifecycle managementdata analysisperformance metrics interpretationrenewal strategyproduct adoptionaction plan developmentcustomer insights
Soft Skills
leadershipcoachingrelationship buildingcommunicationcollaborationorganizational skillsproblem-solvingself-drivenanalytical skillspresentation skills
Certifications
Bachelor's degree