Client Success Manager (CSM)

About the role

The Client Success Manager (CSM) is responsible for retention, engagement, and expansion within a regional pod. The CSM ensures customers achieve measurable ROI, drives retention, and identifies add-on growth opportunities. This role acts as the relationship owner post-sale and collaborates closely with the RSM and DSS to maximize pod revenue and customer advocacy.

Responsibilities

• Manage a regional book of business
• Maintain company agreed retention rate
• Conduct structured Touchpoints and QBRs
• Perform post-install trainings, performance audits and adoption reviews
• Ensure timely follow-up on support tickets
• Identify add-on opportunities and collaborate with RSM on upgrades
• Drive referral generation from current customers
• Manage renewals
• Deliver ROI-driven account reviews

Requirements

• Strong client relationship management skills
• Experience in automotive retail or SaaS support
• CRM proficiency (HubSpot preferred)
• Data-driven mindset
• Strong presentation skills
• Up to 25% of travel

Qualifications

Preferred: 2 to 5 years’ experience of automotive dealership operations knowledge, experience managing a high-volume book of business.

Benefits

• Competitive pay, performance incentives, and growth opportunities
• A comprehensive benefits package for your health, finances, and work-life balance
• Supportive team culture with regular recognition and development
• Paid time off, holidays, and flexible scheduling options (where applicable)
• Access to tools, resources, and programs that support your success—personally and professionally
• An inclusive workplace where your voice and perspective matter

Pay

Competitive pay, performance incentives, and growth opportunities.

Schedule

Paid time off, holidays, and flexible scheduling options (where applicable).