Customer Success Manager

Transax Software; Grand Rapids (MI); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

PTO

Performance-based pay

Direct leadership access

Impactful projects

Job summary

Transax, Inc. seeks a technically capable Customer Success Manager to own the full client lifecycle on the Transax Platform, from contract and implementation through adoption, support, and growth across powersports, marine, RV, and more.

You'll configure workflows, integrations, and automation, train dealership teams, troubleshoot edge cases, and act as the client’s trusted partner, translating technical details into business impact and measurable results.

Qualifications

• Experience in SaaS customer success or similar roles.
• Ability to guide clients through technical and business challenges.
• Comfortable discussing APIs and integrations with stakeholders.

Responsibilities

• Lead end-to-end onboarding from contract to full product adoption.
• Configure workflows, integrations, automation, and CRM connections.
• Deliver structured, data-driven trainings tailored to each dealership.
• Diagnose and resolve onboarding friction points to optimize processes.
• Serve as the primary point of contact for client accounts and growth.
• Provide strategic guidance to maximize value from the Transax Platform.
• Track adoption metrics, account health, and drive milestones.
• Escalate and collaborate with Engineering, Product, and Sales as needed.
• Troubleshoot and resolve product issues for assigned accounts.

Skills

SaaS experience

Account management

Onboarding

Implementation

CRM experience

Tools

HubSpot CRM

Job description

Transax, Inc. builds advanced SaaS infrastructure powering digital retailing and messaging for high-growth vehicle dealerships across powersports, marine, RV, trailer, heavy equipment, and agriculture. We operate at the intersection of software, automation, and real-time data, helping businesses increase revenue, reduce friction, and modernize their operations.

We move fast. We care about performance. And we expect excellence.

The Role

We're looking for a technically capable, relationship-driven Customer Success Manager to own the full client lifecycle on the Transax Platform, from contract and implementation through adoption, support, and long-term growth.

This is not a script-reading role. You'll configure systems, solve edge cases, train dealership teams, and stay on as each client's trusted partner, making sure they see measurable results and grow with us. You'll operate as a technical translator, a strategic advisor, and the first person clients call when something needs fixing.

What You'll Do

Onboarding & Implementation

• Lead end-to-end onboarding from contract and technical setup through full product adoption
• Configure workflows, integrations, automation triggers, and CRM connections
• Deliver structured, data-driven training tailored to each dealership's team and goals
• Diagnose and solve technical implementation challenges
• Analyze onboarding friction points and continuously optimize the process

Account Management & Growth

• Serve as the primary point of contact for a book of client accounts
• Understand each client's business goals and align Transax products to support them
• Provide strategic guidance that helps clients maximize the value of the Transax Platform
• Ensure client satisfaction and retention through proactive communication, insight, and issue resolution
• Track adoption metrics, account health, and performance, and drive clients toward milestones
• Identify and act on opportunities to upsell or expand services
• Stay current on product updates and bring relevant improvements to clients

Client Support

• Troubleshoot and resolve technical and product issues for assigned accounts
• Escalate and collaborate with Engineering, Product, and Sales to resolve integration and platform issues
• Turn recurring client issues into feedback that improves the product and the onboarding process

What We're Looking For

• Experience in SaaS customer success, account management, onboarding, or implementation
• Strong analytical thinking and structured problem-solving, with the ability to guide clients through technical or strategic challenges
• Ability to understand APIs, integrations, workflows, and system logic
• CRM experience (HubSpot preferred)
• Comfortable navigating technical conversations with both business and technical stakeholders, and training non-technical users
• Proven ability to build strong, lasting client relationships
• Competitive, performance-oriented mindset
• Highly organized, proactive, and self-directed, with the confidence to manage multiple accounts, onboarding pipelines, and priorities at once
• Comfortable in a fast-paced, evolving company and motivated to drive meaningful impact
• Team-oriented with a commitment to contributing to the company's long-term success
• Background in science, engineering, technical systems, or a related analytical field preferred

Bonus Points

• Hands-on experience with automation tools or integrations (Zapier, webhooks, etc.)
• SQL or technical troubleshooting experience
• Dealership, automotive, or powersports industry experience

Why Join Transax

• Competitive salary + performance upside
• PTO
• Work directly with product and engineering leadership
• Build systems, not just relationships
• Make measurable impact in a fast-scaling SaaS company