Customer Success Manager

Covideo is seeking a Customer Success Manager (CSM) to join our growing team. In this role, you are more than an account manager; you are a strategic partner responsible for diagnosing dealer friction and driving the successful adoption of Covideo as a primary business solution.

As a CSM, you will act as the lead point of contact for customer accounts, moving beyond basic implementation to conduct deep-dive discovery into dealer pain points, such as lead conversion gaps or appointment show rates. You will be responsible for ensuring the successful delivery of our solutions, positioning Covideo to meet the evolving needs of the dealership, and identifying opportunities to grow and retain accounts by proving consistent, measurable value.

***This is a hybrid role based out of our office in Indianapolis.

Key Responsibilities:

Launching Accounts:

• Launch single and multi-store group accounts, serving as the lead strategist to identify store-specific bottlenecks and ensure the implementation solves immediate needs.
• Educate clients on new features, software updates, and best practices, providing training and resources to help them optimize their use of Covideo.
• Navigate dealership organizations to build rapport with key influencers, uncovering departmental pain points that vary between Sales, BDC, and Service.

Strategic Account Management & Proactive Engagements:

• Conduct regular "health check" calls and virtual meetings to uncover specific dealership friction points, such as low lead engagement, appointment "ghosting," or poor service department transparency.
• Act as a consultative advisor, framing Covideo’s features and best practices as direct solutions to the dealer’s identified business hurdles.
• Lead periodic account reviews to align Covideo’s ROI with the client’s evolving objectives, ensuring the platform is positioned as an essential tool for their success.
• Analyze usage metrics to detect at-risk accounts; re-engage users by diagnosing underlying issues and re-establishing Covideo’s value proposition.
• Recover low-usage accounts by identifying issues, re-engaging with customers, and driving increased usage.
• Identify and pursue new business opportunities within existing accounts, upselling and cross-selling additional software products or services.
• Log all customer activity and complete ChurnZero & Salesforce tasks in a timely manner, ensuring the integrity of account data and consistent task completion.

Interpersonal Skills:

• Proficiency in investigative questioning to get past surface-level feedback and identify the "true pain" a dealership is experiencing.
• Comfortable identifying process gaps and persuasively guiding clients toward better results through video adoption.
• Ability to articulate complex software benefits as simple, high-impact solutions for the fast-paced dealership environment.
• Strong verbal and written communication abilities to interact effectively with customers and internal teams.
• Ability to build and maintain strong relationships with customers, understanding their needs and acting as a trusted advisor.

Problem Solving Skills:

• Ability to analyze complex dealer issues, such as declining lead engagement or process inefficiencies and develop practical, innovative solutions utilizing the Covideo platform.
• The agility to adapt to shifting dealership needs, evolving industry trends, and internal process changes while maintaining a high level of service.
• The ability to look past a customer's frustration to identify and solve the underlying technical or process-related issue.
• Proven skills to handle difficult customer interactions and resolve conflicts effectively, turning potential churn risks into opportunities to re-demonstrate value and strengthen the partnership.

Organizational Skills:

• Proven ability to manage the end-to-end customer onboarding lifecycle, ensuring that implementation stays on track and effectively addresses the dealer's initial pain points.
• Strong project management skills to oversee onboarding progress and ensure all strategic objectives are met within the established timeline.
• Effective management of multiple competing tasks to ensure timely responses to dealer needs and consistent project completion across a diverse account base.
• High attention to detail in documenting dealer interactions, ensuring Salesforce and ChurnZero accurately reflect the current "pain points" and the solutions provided.

Technical Skills:

• Proficiency in tools such as Excel, Word, PowerPoint, Google Sheets, and Google Docs.
• Ability to translate CRM data and usage patterns into a narrative of problem resolution and ROI.
• Deep understanding of SaaS subscription models and a pulse on automotive industry trends and dealer challenges.
• Troubleshooting: Skill in resolving technical issues while simultaneously educating the user on how to prevent future friction.
• In-depth understanding of Covideo’s features and functionalities.

Education & Experience:

• Educational Background: Typically, a bachelor’s degree in business, marketing, communications, or a related field.
• Proven success in Account Management or Customer Success, with a strong preference for experience working within the Automotive Industry.

Benefits:

• 401k plan with matching
• Comprehensive health insurance (including vision and dental)
• Flexible PTO
• Casual dress code
• Breakfast bar, snacks, beverages
• Dog-friendly

About Us:

Covideo is a video messaging SaaS company based in Indianapolis, Indiana. With an emphasis on personalization and personal connection, Covideo is helping people reimagine business communication.

• We believe in the power of personalization and personal connection
• We are absolutely obsessed with helping our users succeed
• We believe in the things we can control - like our attitudes, our efforts, and our energies.
• We are a motley crew of extreme introverts and extroverts
• We don’t always agree on what music to play, but we always agree on Happy Hour
• We are into high fives and h*ll yeah’s
• We love dogs (a lot)

Covideo has also been the recipient of multiple PowderKeg Awards:

*Powderkeg’s 2019 Indiana Breakout Tech Culture Award WINNER: Health & Balance category

*Tech Companies With the Best Benefits

*Best Remote Companies to Work For

*Top Tech Companies

*Tech Companies With the Best Work-Life Balance

*Top SaaS Companies

*Best Tech Companies to Work For

*2023 Winner of the Indianapolis Star’s Top Workplaces Award and special award for Best Work/Life Flexibility!