Customer Success Manager

Rockstar; Boston (MA); Hybrid; USD 85,000 - 95,000; Full time

Job summary

Rockstar in Boston is seeking a Customer Success Manager to own the post-onboarding lifecycle, building strong relationships to drive adoption, retention, and growth.

This role blends strategic account management with outstanding customer service to ensure clients realize value from the platform. You will collaborate with Product, Engineering, and Sales to advocate for customers and deliver a world-class experience.

Qualifications

• 2+ years in Customer Success or related roles.
• Proven ability to drive adoption, retention, and growth.
• Strong technical aptitude for software systems and integrations.
• Ability to build trust and maintain client relationships.
• Familiarity with CRM, project management, and collaboration tools.

Responsibilities

• Serve as the primary strategic advisor for customers post-implementation and long-term success.
• Manage the customer lifecycle, focusing on product adoption, retention, and growth opportunities.
• Develop success plans aligned with customer workflows and business goals.
• Train clients on the platform and promote best practices.
• Collaborate with Product and Engineering to address issues and relay feedback.
• Track health metrics, conduct business reviews, and maintain engagement playbooks.

Skills

Customer Success

Account Management

Relationship Building

Technical Aptitude

CRM Tools

Office Visits

Tools

HubSpot

Asana

Google Workspace

Slack

Job description

Rockstar is recruiting for a Boston-based startup that has created the first true all-in-one Shop Management System for tire dealers. Their product is an AI-native system that automates tire pricing, reduces manual steps, and saves dealers up to 40 hours per week. With CRM, POS, inventory management, and tire ordering capabilities all within one system, dealers can operate their entire business from one tab.

They are looking for a Customer Success Manager who will own the entire post-onboarding customer lifecycle, building strong relationships to drive adoption, retention, and growth.

About the Company

The company's product is an all-in-one, AI-native shop management system for retail and wholesale tire dealers that automates tire pricing, reduces manual steps, and saves dealers up to 40 hours per week. With CRM, POS, inventory management, and tire ordering capabilities all within one system, dealers can operate their entire business out of one tab, using one login.

Founded in 2018, the company is a Boston-based startup that has created the first true all-in-one Shop Management System for tire dealers. Their software seamlessly connects digital retail to in-store operations, empowering businesses to thrive in the competitive tire industry. Led by a team of former CarGurus employees, they offer world-class products, including a modern POS system with integrated tire ordering and online scheduling, websites featuring service forms and e-commerce tire catalogs, B2B wholesale ordering software with real-time inventory management, and machine-learning-driven advertising. The company's products are designed to support independent businesses, optimize their supply chain, improve their online presence, and sell more tires and services.

Job Overview

The company is looking for a Customer Success Manager who will own the entire post-onboarding customer lifecycle, building strong relationships to drive adoption, retention, and growth. This role blends strategic account management with outstanding customer service, ensuring clients achieve their business goals and realize continuous value from the company's solutions. The CSM will collaborate across product, engineering, and sales teams to act as the voice of the customer and ensure a world-class experience.

What You'll Do

• Serve as the primary strategic advisor for customers post-implementation, ensuring they achieve long-term success
• Manage the customer lifecycle, focusing on product adoption, retention, and identifying growth opportunities
• Develop customer success plans to align with each customer's workflows, technical requirements, and business goals
• Train clients on the platform and guide them through the adoption of features and best practices
• Collaborate cross-functionally with Product and Engineering to solve issues and deliver customer feedback
• Track customer health, conduct regular business reviews, and maintain playbooks for engagement
  

Qualifications

• 2+ years of experience in Customer Success, Account Management, or related client-facing roles
• Track record of owning client success by driving adoption, anticipating needs, and proactively solving problems
• Strong technical aptitude — comfortable learning and explaining software systems, APIs, or integrations
• Ability to build trust and rapport with clients quickly and maintain strong relationships
• Familiarity with CRM, project management, and collaboration tools (e.g., HubSpot, Asana, Google Workspace, Slack)
• Located in the Boston area and able to visit the office in Government Center 2–3 times per week
  

Why Join Us?

• Direct ownership over the customer lifecycle and product adoption
• Key role in the growth and success of a high-impact startup
• Gain hands-on experience across software, customer success, and operations
  

Salary

$85,000 – $95,000 per year