Customer Success Lead - Hybrid, Automotive SaaS Growth

Pam; Tysons (VA); Hybrid; USD 180,000 - 260,000; Full time

Job summary

Pam is seeking to build and lead the Customer Success organization out of Tysons Corner, VA. This hybrid role requires travel up to 25% and relocation assistance is available.

You will hire, onboard and coach CSMs, establish success plans, and partner with Sales on account expansion while ensuring strong regional coverage and proactive service. You will own team performance, retention and customer value to scale the organization.

Qualifications

• Proven track record leading and developing customer-facing teams.
• Experience with driving retention and repeatable CS processes.
• Automotive retail or automotive software experience strongly preferred.
• Relationship-first approach with customers and teams.

Responsibilities

• Hire, onboard and coach CSMs through regular 1:1s and reviews.
• Establish success plans and measure ROI and retention.
• Coordinate with Sales on expansion earned through results.
• Own the customer journey across Sales, Operations and Support.
• Design sustainable account coverage and regional visits.

Skills

Customer success leadership

Retention improvement

Coaching teams

Cross-functional collaboration

Tools

CRM systems

Job description

Pam is seeking to build and lead the Customer Success organization out of Tysons Corner, VA. This hybrid role requires travel up to 25% and relocation assistance is available.

You will hire, onboard and coach CSMs, establish success plans, and partner with Sales on account expansion while ensuring strong regional coverage and proactive service. You will own team performance, retention and customer value to scale the organization.