VP of Client Success

Description

Better Car People is seeking a VP of Customer Success to oversee the entire post-sale customer relationship, including onboarding, customer success, and technical support. This role is crucial for reducing churn and increasing adoption among dealerships using the company's platform.

Responsibilities

• Lead and scale three functions: onboarding, customer success, and technical support. Create a cohesive post-sale operating model that facilitates smooth transitions from implementation to ongoing value.

• Ensure gross and net retention are key success metrics. Implement customer health scoring, early warning systems for high-risk accounts, and a systematic approach to saving and recovering customers.

• Facilitate onboarding processes that enable dealers to reach their first value point swiftly and establish a strong foundation for long-term engagement. Minimize delays in the launch process and reduce customer friction.

• Build and manage the technical support function, setting response standards, defining escalation paths, and ensuring high-quality resolutions. Collaborate with product and engineering teams to address recurring issues and improve feedback loops.

• Develop the customer success team into an active participant in driving product adoption and identifying expansion and cross-selling opportunities across the product line. Establish regular reporting and operating cadences for the function, including retention metrics, churn analysis, support performance, and customer health reports.

• Recruit, train, and retain a skilled team across all three functions.

Compensation & Benefits

This role offers a competitive base salary with a performance-based incentive plan linked to customer retention, growth, and broader business outcomes. The benefits package includes medical, dental, disability coverage, life insurance, and a 401(k) plan with company matching.

Requirements

• A minimum of five years of automotive industry experience, specifically in dealership operations, BDC functions, and the technology procurement process within dealerships.

• A proven track record of managing customer retention at scale, evidenced by successful reductions in churn and improvements in net revenue retention.

• Experience leading customer success, onboarding, or support teams, preferably across multiple functions.

• Proven ability to manage and develop teams, creating effective processes and structures in a rapidly growing environment.

• A college degree or equivalent practical experience.

• A data-driven mindset focused on customer health, retention, and team performance.