Customer Success Manager

Customer Success Manager (CSM)

TradePending makes software for car dealerships. We've been doing it since 2014, and count over 6,000 dealerships as customers. TradePending brings dealers and customers together across North America with cutting-edge products.

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.

This job description does not list all the duties of the job. Employees may be asked by their supervisors or managers to perform other duties. Employees will be evaluated in part based on their performance of the tasks listed in this job description. The Company has the right to revise this job description at any time.

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

Additional Highlights:

• Be part of a company culture that is transparent, growth-oriented, and customer-centric, all within a collaborative, team-minded environment.
• Competitive compensation
• Comprehensive benefits