Customer Success Lead

About the Role

Build and lead the CS organization that turns successful deployments into lasting customer relationships. You will own team performance, retention and customer value, combining hands-on dealership engagement with the coaching and operating discipline needed to scale. You will stay close to selected strategic accounts while making the entire team more effective.

This a hybrid role and will require travel up to 25%.

This role is based out of the office in Tysons Corner, Va and willing to offer relocation assistance.

What You'll Own

Build and develop the team. Hire, onboard and coach CSMs through regular 1:1s, customer-call reviews and practical training. Set clear expectations, address underperformance fairly and build accountability for follow-through.

Make relationships a team standard. Teach CSMs to call, text and genuinely get to know their customers.

Understand why each dealer bought Pam, how they operate and what success means to them. Keep proactive contact even when everything is working.

Drive measurable customer outcomes. Establish success plans, stakeholder coverage and business reviews tied to adoption, ROI and retention. Lead at-risk account recovery and partner with Sales on expansion earned through results.

Design sustainable account coverage. Balance portfolios by launch workload, maturity, complexity, risk and geography.

Plan regional coverage and dealership visits, protecting time for proactive service and coaching.

Own the customer journey across teams. Clarify responsibilities with Sales, Operations and Support.

Establish disciplined handoffs, accurate CRM records, realistic expectations and clear escalation owners.

Partner with Product and Engineering to eliminate recurring issues.

Measure and improve execution.

Use reliable scorecards that combine customer outcomes with

responsiveness, commitments kept and relationship coverage.

Distinguish coaching gaps from product or capacity constraints, and prioritize improvements accordingly.

What You'll Bring

A track record of leading and developing customer-facing teams, improving retention and building repeatable CS processes in a growing software business.

Strong dealership operating knowledge and credibility with owners, service leaders and frontline teams; automotive retail or automotive software experience is strongly preferred.

A relationship-first approach: comfortable picking up the phone, handling difficult conversations, visiting customers and coaching others to do the same.

Sound judgment with customer data, technical workflows and cross-functional tradeoffs.

You can investigate problems, communicate honestly and drive resolution without overpromising.

What Success Looks Like

Customers can articulate Pam's value, risks surface early, commitments are kept, and CSMs grow more capable.

The team delivers stronger adoption and retention through clear ownership, consistent coaching and trusted dealership relationships.