Client Success Manager
DaVita Kidney Care
PMP
Customer Success Manager
Work Truck Solutions
full-time
Posted on:
Location Type: Remote
Location: Remote • California • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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.
- 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.
- 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.
Requirements
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementstrategic business reviewsdata analysisportfolio managementfeature adoptioncustomer retentionupsellcross-sellbusiness acumen
Soft skills
customer servicecommunicationempathyanalytical skillsproblem-solvingcollaborationownershipprofessionalisminterpersonal skillsadaptability
Certifications
Associate's degreeBachelor’s degree
