Customer Success Manager, North America

Diffusely; Raleigh (NC); Hybrid; USD 80,000 - 105,000; Full time

Job summary

CarCutter is seeking a Customer Success Manager to support and grow our NA customer base. You will manage strategic accounts post-onboarding, drive adoption, and ensure measurable value from the platform.

You will act as a reliable point of contact, navigate technical environments, resolve issues, and collaborate with cross-functional teams to protect retention and enable expansion across locations.

Qualifications

• 3+ years in Customer Success, Account Management, or similar.
• Experience with post-sales lifecycle for B2B SaaS.
• Experience supporting enterprise or multi-location customers.
• Ability to discuss APIs, integrations, and data flows.
• Strong communication, presentation, and organizational skills.
• Fluency in English, written and spoken.
• Willingness to travel within North America.

Responsibilities

• Manage a portfolio of strategic North American accounts.
• Serve as the post-onboarding point of contact for customers.
• Conduct regular check-ins, account reviews, and Quarterly Business Reviews.
• Provide proactive, responsive support and resolve issues.
• Drive product adoption and measure value realization.
• Collaborate with Support, Product, Engineering, Sales, and Operations.
• Identify expansion opportunities within multi-location dealer groups.
• Support renewal activities and retention efforts.

Skills

Customer Success

B2B SaaS

Escalation Management

Enterprise Clients

Technical Aptitude

APIs & Integrations

Technical Explanation

Communication & Presentation

Multi-tasking

Cross-functional Collaboration

English Proficiency

Willing to Travel

Tools

HubSpot

Job description

About CarCutter

At CarCutter, we are redefining automotive sales with AI-powered image technology that helps dealerships and marketplaces sell more vehicles, faster.

Our platform transforms the vehicle photography workflow with hyper-realistic 3D backgrounds, interactive 360° spins, precise cut-outs, grounded shadows, and consistent branding. By integrating advanced AI models into every stage of the process, we help businesses produce high-quality vehicle imagery at scale while improving efficiency, engagement, and conversion.

CarCutter is a cutting-edge SaaS solution trusted by leading players in the automotive industry.

Visit CarCutter

Context

We are looking for a highly motivated and customer-focused Customer Success Manager to support and grow our customer base across North America.

You will manage strategic customer relationships after onboarding, ensure customers receive continuous support, and help them achieve measurable value from the CarCutter platform.

The initial onboarding and implementation process is managed by our Onboarding Specialist. The CSM will take ownership of the ongoing customer relationship once the customer is live.

Your Mission

Your mission will be to build long-term customer partnerships, drive adoption, provide proactive support, and contribute to retention and growth.

You will be a reliable and present point of contact for customers, helping them navigate operational challenges, understand their technical environment, resolve issues efficiently, and make the most of CarCutter’s solutions.

Core Responsibilities

Customer support and relationship management

• Manage a portfolio of strategic accounts across North America.
• Serve as the primary post-onboarding point of contact for customers.
• Maintain regular communication through check-ins, account reviews, and Quarterly Business Reviews.
• Provide proactive and responsive support, ensuring customers feel heard and well supported.
• Understand customer needs, challenges, and business objectives.
• Coordinate customer issues with Support, Product, Engineering, Sales, and Operations.
• Follow up on open issues and keep customers informed throughout the resolution process.
• Identify at-risk accounts and develop action plans to protect customer satisfaction and retention.
• Understand the customer’s technical environment
• Develop a clear understanding of each customer’s systems, workflows, integrations, and operational processes.
• Become familiar with relevant tools and dependencies, including Dealer Management Systems, inventory platforms, APIs, marketplaces, and third-party integrations.
• Gather the right information to qualify and elevate technical issues effectively.
• Translate customer needs and technical challenges into clear information for internal teams.
• Explain technical topics clearly to both technical and non-technical stakeholders.
• Help customers determine whether issues can be addressed through configuration, process changes, product guidance, or technical escalation.

Product adoption and value realization

• Monitor customer usage and engagement, and proactively address adoption gaps.
• Help customers maximize the value of CarCutter’s features, including batch editing, AI background replacement, 360° spins, custom showrooms, APIs, and integrations.
• Recommend workflows and capabilities that improve customer efficiency.
• Demonstrate the operational and business value of the platform through data and customer outcomes.
• Identify opportunities to expand usage across additional locations, teams, brands, or services.

Retention, renewals, and expansion

• Support renewal activities by demonstrating customer value and addressing risks.
• Contribute to customer retention and save plans in partnership with Sales and internal teams.
• Identify expansion opportunities within multi-location dealership groups and automotive organizations.
• Partner with Account Executives on qualified upsell and expansion opportunities.

Customer feedback and internal collaboration

• Collaborate with Support and Product teams to resolve bugs, technical challenges, and user friction.
• Gather customer feedback and communicate it clearly to internal stakeholders.
• Identify recurring issues and contribute to improvements in documentation, processes, and product usability.
• Share customer insights and North American market feedback with the wider organization.

Required Qualifications

Must-have

• 3+ years of experience in Customer Success, Account Management, Client Services, Technical Account Management, or a similar customer-facing role.
• Experience managing B2B SaaS customers throughout the post-sales lifecycle.
• Strong experience in customer support, issue ownership, escalation management, or service delivery.
• Experience working with enterprise, mid-market, or multi-location customers.
• Ability to understand customer workflows, systems, integrations, and technical dependencies.
• Technical aptitude and comfort discussing APIs, integrations, data flows, and SaaS platforms.
• Ability to explain technical topics clearly to both technical and non-technical audiences.
• Strong communication, presentation, organization, and follow-up skills.
• Proven ability to manage multiple customers, priorities, and issues independently.
• Experience collaborating with Support, Product, Engineering, Sales, and Operations teams.
• Professional fluency in English, written and spoken.
• Willingness to travel occasionally within North America.

Nice-to-have qualifications

• Experience working with automotive dealerships, dealer groups, automotive marketplaces, vehicle retailers, OEMs, or automotive technology providers.
• Knowledge of the North American automotive retail ecosystem.
• Familiarity with Dealer Management Systems, inventory platforms, digital retailing solutions, or automotive marketplaces.
• Experience with CRM platforms, preferably HubSpot.
• Experience with APIs, integrations, or technical implementation projects.
• Familiarity with AI-powered products, image processing, computer vision, or digital merchandising.
• Spanish or French language skills are a plus.

What success looks like

• Become a trusted and reliable partner for strategic customers.
• Provide proactive, responsive, and well-coordinated support.
• Understand each customer’s technical environment and operational workflows.
• Ensure customer issues are followed through to resolution.
• Drive product adoption and customer engagement.
• Contribute to strong retention and renewal performance.
• Identify opportunities for expansion and growth.
• Provide valuable feedback that improves the product and customer experience.
• Help establish a strong customer success approach for the North American market.

Why join CarCutter?

At CarCutter, you will help automotive businesses modernize their digital merchandising and vehicle imaging workflows. You will work with innovative technology, engage with a diverse range of customers, and have a direct impact on customer satisfaction, retention, and growth across North America.