Full-Time Customer Success Manager II

Customer Success Manager II (CSM II) is a customer-focused role on the Customer Support Team.

Overall Responsibility: Build, maintain, and grow customer relationships, acting as their website performance specialist.

Essential Functions:

• Manage customer accounts across multiple OEMs.
• Provide monthly product review (MPR) reporting and optimization recommendations to improve customer website performance, ensuring SLA adherence.
• Analyze and review customer digital performance in detail.
• Complete website edits and troubleshoot issues to ensure timely resolution.
• Communicate and implement customer strategy and KPIs across cross-functional teams.
• Understand customer business goals to anticipate future needs.
• Prioritize, triage, and communicate resolution on escalated customer issues.
• Manage multiple accounts simultaneously, tracking project status and updating stakeholders.
• Assist business leads in customer retention and business growth opportunities.
• Collaborate with support roles in case management to meet SLA levels.
• Complete tasks assigned by leadership (OEM projects).
• Assist in updating and creating knowledge base articles.

Required Skills/Experience:

• Bachelor's degree or equivalent experience
• Google Analytics Certified
• 2+ years of account management and/or dealership experience
• Dependable, follows instructions, and takes initiative
• Strong cross-functional teamwork skills in a dynamic environment
• Ability to react quickly, multitask, and meet changing priorities
• Customer concern de-escalation and problem-solving skills
• Proficient in MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud
• Strong critical thinking and team collaboration skills
• Ability to work various shifts, including evenings and weekends

Preferred Skills/Experience:

• Experience driving increased customer satisfaction and loyalty
• Experience coordinating online marketing strategy
• Knowledge of SEO, SEM, JIRA, CRM, and Salesforce
• 2+ years of automotive experience

Salary Range: $45,200 - $64,700

Benefits: Medical, dental, vision, 401K, PTO, parental leave, holidays, life insurance, disability, pet insurance.

About Us: Online marketing company providing website and agency services to automotive dealerships.

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