Manager, Client Success
D
DynatronAutomotive SaaS
Listing locations: USA; Location base: USAFull-TimeManager
SalaryBase Salary: $120,000; Variable Compensation: $54,000/yr
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Job Details
- Experience
- 8+ years of experience in Customer Success, Enterprise Account Management, Strategic Accounts, or a related customer-facing function; 3+ years of experience directly leading and developing customer-facing teams.
- Required Skills
- SalesforceCustomer Success
Requirements
- 8+ years of experience in Customer Success, Enterprise Account Management, Strategic Accounts, or a related customer-facing function.
- 3+ years of experience directly leading and developing customer-facing teams.
- Experience managing large, complex enterprise customers with meaningful ARR and multiple stakeholders.
- Strong understanding of SaaS customer lifecycle management, adoption, retention, renewal, and expansion.
- Demonstrated success improving GRR, NRR, customer health, and other retention metrics.
- Experience establishing performance standards and accountability for measurable team outcomes.
- Experience developing account strategies that connect customer outcomes to retention and expansion.
- Experience with customer data, account health frameworks, executive dashboards, retention forecasts, and customer success KPIs.
- Hands-on experience with CRM and Customer Success platforms such as Salesforce, Gainsight, ChurnZero, or similar technologies.
- Ability to manage executive-level customer relationships, difficult conversations, and complex escalations.
- Automotive retail, dealership operations, or Fixed Operations experience is a nice to have.
- Experience with business intelligence, advanced analytics, product utilization platforms, or AI-driven customer success tools is a nice to have.
Responsibilities
- Own GRR and NRR performance across the enterprise customer portfolio.
- Develop strategies to increase retention, product adoption, customer value, and expansion.
- Establish account health, risk, adoption, and engagement indicators, and build renewal and retention forecasting processes.
- Define and improve the enterprise customer success model, including segmentation, engagement strategy, account planning, and service expectations.
- Design scalable processes across onboarding, implementation, adoption, value realization, renewal, and expansion.
- Lead, coach, and develop Enterprise Client Success professionals, setting expectations and performance standards.
- Define and monitor customer health, adoption, engagement, retention, expansion, and time-to-value KPIs.
- Develop dashboards and reporting, and use customer, product utilization, financial, and operational data to guide account strategy.
- Optimize Client Success technology, CRM workflows, account health models, documentation, and reporting.
- Partner with Sales, Product, Marketing, Finance, Operations, and other customer-facing teams on customer needs and account growth.
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