Customer Success Manager

Customer Success Manager (CSM)

At Protomiq, we believe that the auto dealerships that win are the ones that create better experiences for their customers. That's why we build technology that helps dealers connect with shoppers, turn interest into action, and drive measurable business results. More than 6,000 dealerships across North America rely on Protomiq's solutions to engage customers, improve performance, and stay competitive in a rapidly evolving market. From independent dealerships to some of the largest dealer groups and automotive brands in the industry, Protomiq is trusted by dealerships focused on what comes next. If you're excited by innovation, customer impact, and the opportunity to help shape the future of automotive retail, you'll fit right in.

At Protomiq, your work matters. We're a team of builders, problem-solvers, and innovators who are passionate about helping our customers succeed. Here, you'll be empowered to move quickly, embrace new ideas, and make a visible impact on the business. We offer competitive compensation, comprehensive benefits, professional development opportunities, and a culture built on collaboration, accountability, and growth.

Position Summary:

We are seeking a Customer Success Manager (CSM) to join our growing team in the automotive SaaS space. Our ideal candidate is passionate about building strategic customer relationships, maximizing product value, and driving customer retention and expansion.

Responsibilities:

Customer Relationship Management: Build and maintain trusted relationships with automotive dealership key stakeholders, serving as their strategic advisor post-onboarding.

Engagement & Adoption: Drive product adoption through various lifecycle touchpoints (QBRs, training, success planning, etc.), monitor account health, and proactively address risks and opportunities.

Retention & Growth: Drive customer retention and facilitate growth by consistently delivering value and ROI, while actively seeking opportunities for upsell/cross-sell.

Cross-Functional Collaboration: Partner with various departments to support feedback loops and customer advocacy.

Strategic Input: Contribute to the evolution of best practices and CSM playbooks by maintaining up-to-date industry & product knowledge.

Requirements:

• 2+ years of automotive software experience (SaaS) or in a dealership role utilizing automotive software (digital retail, CRM, desking, etc.) with a demonstrated understanding of the retail automotive industry.
• Proven success managing diverse accounts with high-touch and scaled engagement models.
• Proficient with CRMs and third-party integrations.
• Strong communication, problem-solving, and strategic thinking skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Comfortable with data-driven decision-making and optimizing metrics.
• Positive, customer-centric mindset
• Motivated and comfortable working independently and within/across teams.

Other Things We're Looking For:

• Exposure to AI products and automation strategies.
• Experience in a growth organization where quick thinking and flexibility to change are essential.
• Google Analytics experience (GA4)
• Basic understanding of digital marketing strategies