Customer Success Manager - West Coast

Job Description

Job Description

Mission

Ensure customer success by co-managing with Sales the full customer lifecycle, from onboarding to renewal and expansion, while acting as a hands-on, technically credible partner embedded within customer workflows. The Customer Success Manager drives adoption, expansion and retention. Measurable value is provided through benchmarking insights, competitive intelligence, and engineering-level analysis, enabling customers to make critical product and cost decisions. The role requires deep engagement with California OEMs, OESs, and technology-driven teams, delivering both strategic guidance and day-to-day operational support.

Customer Engagement & Value Delivery

• Act as a day-to-day interface with engineering, program, and procurement teams at key Clients
• Support ad-hoc technical requests, benchmarking questions, and study needs in real-time
• Deliver office hours, trainings, onsite workshops, and technical deep dives to drive adoption
• Maintain continuous visibility into customer roadmap, priorities, and program milestones
• Act as a bridge between customer teams and A2MAC1 global experts (Costing & Insights, Product, Engineering, Production)

Customer Growth & Expansion

• Drive growth by identifying expansion opportunities, supporting program decisions, and partnering with Sales on technical deals and pilots
• Monitor account health with data and analytics to proactively manage risks and opportunities
• Lead technical and business reviews to support renewals with targeted, lifecycle-based deliverables
• Execute cross-functional escalation and mitigation strategies to protect retention and ensure success

Benchmarking & Competitive Insights

• Act as a technical advisor, translating customer needs into guidance while delivering training and driving tool adoption
• Deliver benchmarking insights and competitive trends to support engineering and leadership decisions
• Translate A2MAC1 data into actionable, program-aligned recommendations
• Capture customer feedback and market insights to inform product strategy

Retention & Customer Health Management

• Monitor customer health, adoption trends, and engagement metrics
• Identify risks and execute mitigation strategies
• Develop account success plans aligned to customer objectives
• Lead renewal readiness reviews and retention initiatives
• Coordinate executive escalations and recovery plans where needed

Professional Development & Expertise

• Maintain expertise in automotive systems, engineering principles, data analytics, and SaaS solution design.
• Stay current on emerging technologies, competitive intelligence, and industry trends
• Complete required certifications in product platforms, analytics tools, and customer success methodologies

Requirements

Educational Requirements

• Required: Bachelor’s degree or higher in Engineering (Automotive, Mechanical, Electrical, Industrial), Information Systems, Computer Science, Data Analytics, or a closely related field.
• Equivalent combinations of specialized training and progressively responsible professional experience may be accepted in lieu of a formal degree
• Preferred: Master’s degree in business administration, Master’s in Engineering, Engineering Management, Data Analytics

Professional Requirements

• Experience working with or at: OEM engineering teams / tech-driven automotive companies
• 5+ years of experience in automotive engineering, program management, benchmarking, product planning, cost engineering, customer success, technical consulting, or related customer-facing technical role
• Demonstrated ability to engage and influence stakeholders from engineering teams through executive leadership.
• Hands on experience utilizing competitive benchmarking, teardown data, cost analysis, vehicle architecture studies, or market intelligence to support engineering or business decisions.
• Demonstrated success influencing or directly driving customer retention, expansion, renewals, and long-term account growth.

Skills & Abilities

• Ability to travel 30–50% to customer sites, industry events, and internal meetings.
• Strong understanding of automotive engineering concepts, vehicle systems, and OEM/supplier processes, with the ability to engage deep technical stakeholders across engineering, sourcing, and program teams
• Proficiency with CRM platforms, analytics tools, and benchmarking methodologies; able to translate complex technical data into clear business insights and compelling narratives
• Excellent communication, stakeholder management, and problem-solving skills, with a proactive, insight-driven, and customer-embedded consulting mindset
• Adaptability to operate effectively in fast-moving, ambiguous, and innovation-driven environments (including startup / EV OEM culture), with a commitment to continuous technical and professional development

Benefits

• PTO
• PAID COMPANY HOLIDAYS
• 401(K) + EMPLOYER MATCH
• MEDICAL, DENTAL, VISION INSURANCE
• LIFE INSURANCE
• DISABILITY INSURANCE
• TUITION REIMBURSEMENT
• FSA