Customer Success Manager

About the role

The Customer Success Manager will be responsible for driving client retention, satisfaction, and expansion among Shop and Independent Appraiser accounts. This role involves providing onboarding guidance and product training, building and maintaining relationships with key decision-makers, offering strategic guidance on best practices, conducting business reviews, and managing an active pipeline of expansion opportunities.

Responsibilities

• Provide onboarding guidance and product training to help clients optimize our solutions.
• Build and maintain relationships with key decision-makers at Shops and IAs.
• Offer strategic guidance on best practices for revenue-generating processes in product operations.
• Gain leadership buy-in for new technologies and process improvements.
• Conduct business reviews, target campaigns, and consultations with leadership to ensure product effectiveness.
• Maintain regular communication with customers to proactively address needs and issues.
• Monitor customer usage and identify opportunities to increase adoption and satisfaction.
• Manage an active pipeline of expansion opportunities, including whitespace and greenspace initiatives.
• Meet daily/monthly KPIs such as case management and customer engagement activities through calls and emails.
• Consistently meet or exceed sales and retention quotas.
• Work closely with the Customer Success Team to support at-risk customers and drive renewals.

Requirements

• Bachelor’s degree or equivalent work experience in the automotive and/or insurance carrier industry.
• 3+ years of customer account management and sales experience.
• 3+ years of experience with SaaS products.
• 1+ year of hands-on experience with Audatex, Qapter, and related ancillary products.
• Previous experience working with Salesforce CRM.
• Ability to travel 5% based on business needs (U.S. and Canada).

Skills

• Proficiency in Microsoft Office Suite.
• Strong ability to train and present to both groups and individuals.
• Excellent verbal and written communication skills, including over the phone.
• Demonstrated ability to work independently with minimal supervision.