Customer Success Manager

Lightspeed DMS; South Jordan (UT); Remote; USD 59,000 - 78,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Customer Success Manager, um sicherzustellen, dass die Kunden den maximalen Wert aus der Dealer Management Solution ziehen. In dieser Rolle werden Sie strategische Beziehungen aufbauen und die Kundenbindung fördern, indem Sie datengestützte Einblicke bereitstellen und die Nutzung der Produkte optimieren. Diese Position erfordert starke Kommunikationsfähigkeiten und die Fähigkeit, mehrere Konten effektiv zu verwalten. Wenn Sie eine Leidenschaft für Kundenservice haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• 3+ Jahre Erfahrung im Kundenservice oder Account Management.
• Fähigkeit, mehrere Konten gleichzeitig zu verwalten.

Responsibilities

• Entwicklung von Kundenbeziehungen zur Optimierung der Nutzung von DMS-Lösungen.
• Überwachung der Kontogesundheit und Analyse von Nutzungsdaten.

Skills

Kommunikationsfähigkeiten

Datenanalyse

Problem-Lösungsfähigkeiten

Kundenbeziehungsmanagement

Education

Bachelorabschluss in Betriebswirtschaft

Ähnliche Qualifikation

Tools

CRM-Tools

Job description

Lightspeed is a leading provider of cloud-based software for dealerships and Original Equipment Manufacturers (OEMs), serving the Powersport, Marine, RV, Trailer, Outdoor Power Equipment, and Golf Cart industries. Lightspeed’s Dealer Management Solution (DMS) enables dealerships to optimize their end-to-end business operations, including sales, parts, service, rentals, accounting, and Customer Relationship Management (CRM). When implemented into their daily operations, Lightspeed helps dealers increase their profitability by selling more units, service, and parts, all while creating a more streamlined experience for customers. For nearly 40 years, Lightspeed has been empowering 4,500+ dealers across North America with the tools and technology they need to manage their dealerships.

The Customer Success Manager (CSM) at Lightspeed plays a crucial role in ensuring that dealerships in industries like Powersports, Marine, RV, and more achieve maximum value from Lightspeed’s Dealer Management Solution (DMS). As a strategic advisor, the CSM will build strong, trust-based relationships with clients, focusing on optimizing their business processes and driving product adoption. By understanding the unique challenges of each dealership, the CSM will work collaboratively to enhance customer success and satisfaction.

What You’ll Do:

• Proactively work with Lightspeed customers developing an understanding of their objectives and unlock the value of Lightspeed DMS solutions.
• Monitor account health and analyze customer usage data to identify risks and deploy strategies to improve adoption and retention.
• Provide Insights and Recommendations using data-driven insights to help dealerships improve operations, suggesting features and process utilizations to drive product value.
• Schedule periodic check-ins with customers to discuss progress, address concerns, and share product updates or enhancements.
• Collaborate with Internal Teams to act as the voice of the customer within Lightspeed, sharing feedback and collaborating with product, support, and sales teams.
• Handle Escalations and efficiently manage and resolve customer issues, ensuring a high level of satisfaction and a positive customer experience.
• Identifies areas of opportunities and expansion for the customer and Lightspeed within the portfolio of products to assist Sales in account growth and renewals.

What You Should Have:

• Strong communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Proficiency in analyzing data to inform strategic decisions and provide actionable recommendations.
• Problem-solving abilities and the capacity to handle escalated issues effectively.
• Ability to manage multiple accounts simultaneously, prioritizing tasks based on customer needs.

Qualifications:

• Experience: 3+ years in a customer success, account management, or similar client-facing role within the software/SaaS industry.
• Education: Bachelor’s degree or equivalent experience in Business, Communication, or a related field.
• Familiarity with CRM tools and a basic understanding of data analysis. Prior experience with dealer management systems or related software is advantageous.

Preferred Qualifications:

• Background in industries such as Powersports, Marine, RV, or Outdoor Power Equipment or dealership environment.
• Experience working with internal teams to communicate customer feedback and product requests or enhancements.
• Certification in Customer Success Management or a related professional development course.

In today’s competitive job market, transparency and trust are more important than ever. At Lightspeed, we believe in fostering an open and honest work environment, starting with our job postings. Pay transparency is a key component of this commitment, ensuring that potential candidates have a clear understanding of the compensation they can expect.

Remote

$59,000 - $78,000 USD

Inclusion and Diversity at Lightspeed:

At Lightspeed, we celebrate the uniqueness of every individual and encourage diverse perspectives. We believe that inclusion drives innovation and fosters meaningful connections. We are committed to building an environment where everyone feels valued and empowered to make an impact.

Equal Employment Opportunity Statement:

Lightspeed is an Equal Opportunity Employer and is dedicated to building a diverse and inclusive workforce. All qualified applicants will be considered for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, religion, age, disability, veteran status, or any other protected category.

Applicants must be authorized to work in the U.S.

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