Full-Time Principal Client Success Manager

About Agero: Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected.

Position Summary: The Principal, Client Success is a strategic leader responsible for driving client success and maximizing the utilization of the company’s solutions in the post-sales phase. This role focuses on ensuring that client(s) fully adopt and leverage the company’s products and services to drive measurable business outcomes, contributing directly to top-line revenue growth. The Client Success Principal will collaborate closely with internal teams and client stakeholders to develop enablement strategies that enhance client satisfaction, retention, and expansion.

Essential Functions:

• Client Engagement & Enablement: Primary responsibility for managing high-value clients, driving new implementations, and optimizing portfolio performance. Develop plans to accelerate adoption and expansion in alignment with client objectives. Collaborate with cross-functional teams to support evaluation and development of business growth opportunities.
• Utilization Strategy: Develop client-level program refinements and communication initiatives to increase utilization of the company’s solutions. Track performance metrics, analyze data, and develop insights to deepen engagement.
• Revenue Growth: Identify opportunities to expand the scope of services within existing accounts, working with sales and account management teams to drive cross-sell and upsell opportunities. Focus on increasing solution utilization to deliver on operational and financial objectives.
• Cross-Functional Collaboration: Collaborate with product, engineering, marketing, and sales teams to ensure client feedback informs development of products, training, and marketing materials to enhance solution adoption.
• Client Success Metrics: Monitor and report on KPIs (e.g., net revenue, utilization, conversion, attachment rate). Use data-driven insights to improve client success strategies and drive improvements in the overall customer experience.
• Issue Resolution: Proactively address challenges and barriers to product adoption. Lead efforts to troubleshoot process and performance issues to provide creative solutions.
• Thought Leadership: Function as a product, market, and industry subject matter expert to inform internal stakeholders and clients on best practices and emerging trends. Represent the company at industry events.

Job Specifications:

• Education: Bachelor’s degree in Business, Management, or related field, or equivalent experience. Advanced degrees in client success, project management, or business strategy preferred.
• Experience: 8+ years in client success, strategic account management, or consulting with a focus on post-sales enablement and service offerings in Automotive or comparable industries.

Role Based Competencies (Knowledge, Skills, and Abilities):

• Leadership: Engage and influence internal/external stakeholders at all levels.
• Growth: Expansion mindset, curiosity, financial and business acumen.
• Performance: Commitment to excellence, measurement, continuous improvement, and high execution.
• Cross-Functional Collaboration: Effectively collaborate with product, sales, marketing, and engineering teams.
• Communication: Excellent interpersonal skills, professional maturity, effective presentations, and communication with a broad range of stakeholders.
• Client Engagement: Managing high-value clients, driving adoption, and creating strategies to drive satisfaction, renewal, and long-term success.
• Analytical Thinking: Assessing operational and financial data to develop actionable insights.
• Problem Solving: Proactively identifying challenges and implementing creative solutions.
• Project Management: Overseeing client enablement initiatives, managing timelines, and ensuring successful service delivery.
• Working Relationships: Ensuring a seamless client experience and capturing and communicating client feedback.

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