Head of Customer Success & Retention – Auto Retail

Pam; Tysons (VA); Hybrid; USD 120,000 - 160,000; Full time

Job summary

You will hire, onboard and develop CSMs, set expectations, and ensure proactive service through structured coaching and regular reviews. Travel up to 25% may be required as you drive adoption, ROI and long-term relationships.

Qualifications

• Experience leading customer-facing teams and improving retention.
• Strong dealership operating knowledge or automotive software experience preferred.
• Proven ability to coach and develop teams at scale.

Responsibilities

• Build and develop the team. Hire, onboard and coach CSMs through regular 1:1s, customer-call reviews and practical training.
• Set clear expectations, address underperformance fairly and build accountability for follow-through.
• Make relationships a team standard. Teach CSMs to call, text and genuinely get to know their customers.
• Drive measurable customer outcomes. Establish success plans, stakeholder coverage and business reviews tied to adoption, ROI and retention.
• Lead at-risk account recovery and partner with Sales on expansion earned through results.
• Design sustainable account coverage. Balance portfolios by launch workload, maturity, complexity, risk and geography.
• Plan regional coverage and dealership visits, protecting time for proactive service and coaching.
• Own the customer journey across teams. Clarify responsibilities with Sales, Operations and Support.
• Establish disciplined handoffs, accurate CRM records, realistic expectations and clear escalation owners.
• Partner with Product and Engineering to eliminate recurring issues.
• Measure and improve execution.

Skills

Leadership

Customer success

Coaching

Strategic account management

Tools

CRM systems

Job description

You will hire, onboard and develop CSMs, set expectations, and ensure proactive service through structured coaching and regular reviews. Travel up to 25% may be required as you drive adoption, ROI and long-term relationships.