Customer Success Manager

A Customer Success Manager (CSM) is the primary point of contact for our dealer accounts, ensuring their success and satisfaction throughout the entire customer journey-from pre-launch activities to long-term retention. The CSM plays a key role in managing pre-launch activities, product launches, training sessions, technical support, ongoing account reviews and touchpoints, and driving retention efforts.

Responsibilities :

• Provides virtual account management to a designated book of business between 100-200 dealer accounts.
• Attends onboarding and pre-launch consultation calls with the Implementation team to ensure a seamless handoff experience.
• Conducts pre-live audits through a HubSpot playbook to confirm set-up and that the account is ready for launch.
• Hosts virtual launch meetings, with training sessions, with decision makers and end users showcasing the CarNow platform.
• Performs refresh training for new dealer personnel when applicable.
• Achieves monthly retention goals by ensuring customer satisfaction and loyalty is met.
• Follows the Cancellation process for all churn in addition to contacting all cancellations within 24 business hours and documenting save plans in HubSpot CRM.
• Completes dealer Touchpoints on a 45-day cadence by emailing, texting or calling the dealer to check-in and offer support.
• Delivers Account Reviews to dealership personnel, including decision makers, on a 90- day cadence. Account Review should include, but is not limited to, product metrics reviews, ROI discussions, user engagement metrics, areas of opportunity and marketing suggestions.
• Makes backend configuration updates and provides technical support to the dealer ensuring that all settings are tested and function properly. Resolves all technical requests within SLA timeline.
• Providers best practices and product recommendations to the dealer to maximize ROI and user engagement.
• Tests and confirms connectivity to all 3rd party vendors such as inventory, website providers, integration partners.
• Reviews and analyzes dealer review audits to from the Support Analyst team upon completion.
• Monitors CS Request ticket queue and addresses any tickets assigned to you within 24 business hours.
• Collaborates with the internal sales team on new deals and prospects, upsell opportunities, dealer changes and dealership personnel updates.
• Utilizes CarNow CRM (HubSpot) to log and document all communication and changes on an account. This includes emails, phone calls, Zoom meetings, text messages.
• Actively participates in all continued education sessions offered to CarNow and completes all LMS courses within a timely manner.
• Reviews KPI dashboards regularly to ensure all KPI expectations are being met.
• Diligently addresses special projects that pertain to your book of business upon request.

Requirements :

Job Posted by ApplicantPro