Sr Customer Success Manager

TechAlliance of Southwestern Ontario, London Economic Development Corporation; United States; Remote; USD 85,000 - 100,000; Full time

Job summary

A leading company in cloud-based software for the automotive industry is seeking a Senior Customer Success Manager. The role involves maintaining client relationships, assessing risks, and providing strategic insights to enhance dealership operations. Candidates should have extensive experience in client services and a strong understanding of dealership workflows.

Benefits

Medical

Dental

Vision

PTO

401K matching

Tuition reimbursement

Qualifications

• 5+ years in client services, marketing, or sales, preferably in B2B.
• Ability to travel up to 50%.

Responsibilities

• Field questions and direct clients to support resources.
• Maintain relationships and build new ones with dealership management.

Skills

Communication

Analytical

Organizational

Time Management

Influencing

Education

High school diploma

BA/BS degree

Tools

Salesforce

Totango

Job description

Sr Customer Success Manager page is loaded

Sr Customer Success Manager

Apply locations Remote, USA | Time type: Full time | Posted on: Posted Yesterday | Job requisition id: JR7554

About Us :

CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (“OEMs”) across automotive and related industries. The Company’s cloud-based, software as a service (“SaaS”) platform enables dealerships to manage their end-to-end business operations, including the acquisition, sale, financing, insuring, repair, and maintenance of vehicles. By automating and streamlining critical workflows, the platform helps dealers sell and service more vehicles while creating simple and convenient experiences for customers and improving financial and operational performance.

Position Responsibilities & Essential Functions

1. Field questions and direct clients to support resources. Assist clients in defining their strategy around CDK solutions, ensuring they understand the products and how to utilize them effectively.
2. Maintain existing relationships and build new ones with dealership management. Demonstrate expertise in CDK products and establish trust as a knowledgeable advisor.
3. Assess dealership risk factors, identify mitigation strategies, and work with Sales and Marketing to create prospecting opportunities.
4. Prepare client-specific reports and presentations to educate and promote growth. Use analytics to identify trends and gaps, developing solutions accordingly.
5. Identify training needs for dealership staff and recommend best practices and solutions to address them.
6. Act as a key business partner with Sales, proactively identifying opportunities to grow the business and deliver value to customers.
7. Implement strategies to retain at-risk clients effectively.
8. Develop collaborative relationships with Lead CSMs, providing support and mentorship on best practices and client engagement strategies.
9. Seek feedback, maintain a positive outlook, recognize peers’ efforts, and mentor junior staff on risk mitigation and client recommendations.
10. Utilize Totango to document interactions and value-added engagements with dealer partners.

Qualifications

Minimum:

• At least 5 years of experience in client services, marketing, or sales, preferably in B2B or outside sales or account management within a similar industry.
• Ability to travel up to 50%.
• Ability to influence and work across all levels of dealership staff.
• Knowledge of CDK applications, business strategies, and automotive industry familiarity.
• Deep understanding of variable dealership operations or experience training dealership staff on software and processes.
• Proficiency in Salesforce (CX platform knowledge a plus).
• High urgency and ability to de-escalate high-stress situations with empathy.
• Excellent communication skills, both oral and written, and the ability to work effectively as part of a team.
• Ownership mindset for client resolution and communication management.
• Willingness to travel to client sites.
• Strong analytical, organizational, and time management skills.

Preferred:

• Understanding of CDK’s organizational structure, solutions, implementation, and service models.
• SaaS experience (preferred but not required).
• Experience with CX platforms.
• Knowledge of automotive areas such as front-end, parts and service, and accounting, along with dealership workflows and technology industries.

Education/Experience

• Minimum: High school diploma.
• Preferred: BA/BS degree and 5+ years of retail automotive experience.

Salary Range: $85,000 - $100,000

CDK Global offers fair and equitable compensation, including potential bonuses, benefits, and incentives based on skills, experience, and location. Benefits include medical, dental, vision, PTO, 401K matching, and tuition reimbursement. We value inclusion and diversity, fostering an environment where everyone can thrive. CDK is an Equal Opportunity Employer, committed to creating an inclusive workforce. Applicants must be authorized to work in the US; visa sponsorship may be available.