VP of Customer Success

Responsibilities

• Lead and scale three functions under one organization: onboarding, customer success, and technical support.
• Build a unified post-sale operating model that moves dealers smoothly from implementation to ongoing value.
• Own gross and net retention as primary success metrics.
• Establish customer health scoring, early warning systems for at-risk accounts, and a disciplined save-and-recovery process.
• Drive onboarding that gets dealers to first value quickly and sets the foundation for long-term retention. Reduce time to activation and eliminate friction in the launch process.
• Build and manage the technical support function, including response standards, escalation paths, and resolution quality. Partner closely with product and engineering on recurring issues and feedback loops.
• Develop the customer success team into a proactive, account-managing organization that drives product adoption and identifies expansion and cross-sell opportunities across the product portfolio.
• Establish reporting and operating cadence for the function, including retention metrics, churn analysis, support performance, and customer health, and deliver reporting to the executive team and board.
• Recruit, develop, and retain a high-performing team across all three functions.

Requirements

• Automotive industry experience required, with a direct understanding of dealership operations, BDC functions, and how dealers buy and use technology.
• Strong track record of managing customer retention at scale, with demonstrated success in reducing churn and improving net revenue retention.
• Prior experience leading customer success, onboarding, or support organizations, ideally across more than one of these functions.
• Experience managing and developing teams, with the ability to build process and structure in a growth environment.
• College degree or equivalent practical experience.
• Data-driven approach to customer health, retention, and team performance.

Compensation & Benefits

This role offers a competitive base salary with a performance-based incentive plan tied to customer retention, growth, and overall business results. We also provide a comprehensive benefits package that includes medical, dental, paid disability coverage, paid life insurance, and a 401(k) plan with company match.