Customer Success Manager
This role is a crucial Customer Success team member focused on answering customer queries via phone, email, or Zoom and providing accurate and timely information about products or services.
Remote
Full time
Job description
Clarivoy is an automotive marketing intelligence company helping dealers make smarter marketing decisions through independent, unbiased attribution and actionable insights. By connecting consumer journeys to actual vehicle sales, we give dealers a clearer understanding of what's working, what's not, and where to invest to drive better business outcomes.
We're a team of curious thinkers, problem-solvers, and people who aren't afraid to challenge the status quo. We move quickly, embrace new ideas, and believe great technology is only as valuable as the results it delivers for our clients.
Our core values are people first, clarity, agility, honesty, and integrity. Our motto: Find a Way
About the Role
We're looking for a Client Success Manager (CSM) who is passionate about building relationships, delivering measurable value, and helping automotive dealers succeed.
This isn't a traditional account management role. Our CSMs serve as trusted strategic partners, helping clients understand their marketing performance, uncover opportunities, and turn complex data into meaningful business decisions.
The ideal candidate brings a strong understanding of automotive retail operations, digital marketing, and advertising performance, along with the ability to confidently engage dealership leadership and marketing decision-makers.
Success in this role requires proactive communication, strong analytical skills, a sense of ownership, and a genuine commitment to client retention, satisfaction, and growth.
Job responsibilities
Key Responsibilities
Client Relationship Management & Retention
- Own and manage a portfolio of dealership and dealer group accounts, serving as their primary point of contact and trusted strategic advisor.
- Build strong, lasting relationships with clients through proactive engagement, consistent communication, and a thorough understanding of their business objectives.
- Drive client retention by identifying risks early, addressing concerns, and consistently demonstrating the value of Clarivoy's solutions.
- Maintain regular, meaningful client touchpoints and conduct strategic business reviews focused on performance, opportunities, and measurable outcomes.
- Take accountability for the overall client experience, from onboarding through ongoing adoption, renewal, and growth.
Marketing Analytics & Strategic Consultation
- Analyze marketing attribution data, campaign performance, and customer journey insights to help dealers make informed advertising and investment decisions.
- Translate complex data into clear, actionable recommendations that improve marketing efficiency and dealership performance.
- Guide clients in understanding and effectively utilizing Clarivoy's platform, ensuring strong adoption and engagement.
- Stay informed on automotive retail trends, advertising technologies, and digital marketing best practices to provide relevant, strategic guidance.
- Identify opportunities to help clients maximize the value of their existing solutions and expand their use of Clarivoy's capabilities.
Client Onboarding & Platform Adoption
- Lead new client onboarding, ensuring a seamless transition from sales to Client Success.
- Establish clear expectations, educate clients on platform functionality, and accelerate time to value.
- Proactively monitor platform adoption and engagement to identify clients who may need additional training or support.
- Deliver personalized platform walkthroughs, training sessions, and ongoing education tailored to client needs.
Issue Resolution & Client Advocacy
- Take ownership of client concerns, coordinating with internal teams to ensure timely and effective resolution.
- Communicate proactively and transparently throughout the resolution process, ensuring clients are informed and supported.
- Identify recurring challenges and recommend process improvements to enhance the client experience.
- Serve as the voice of the customer internally, sharing feedback and advocating for improvements that address client needs.
Cross-Functional Collaboration
- Partner closely with Sales, Product, Operations, and Marketing to deliver a consistent, high-quality client experience.
- Provide Product and Technology teams with actionable customer feedback to inform enhancements and future development.
- Collaborate with Sales to identify expansion opportunities, strengthen account relationships, and support revenue growth.
- Contribute to the development of client success processes, resources, and best practices that improve team efficiency and scalability.
Accountability & Continuous Improvement
- Maintain accurate and timely client records, including interactions, account health, risks, opportunities, and action items within the CRM.
- Manage client commitments, follow-ups, and escalations with a strong sense of urgency and personal accountability.
- Contribute to key Client Success performance objectives, including retention, platform adoption, client engagement, satisfaction, and expan
Compensation
Benefits
Travel
N/A
Job requirements
Qualifications & Requirements
- 3+ years of experience in Client Success, Account Management, or a related client-facing role, preferably within automotive retail, digital advertising, marketing technology, or SaaS.
- Strong understanding of digital marketing, advertising performance, and analytics, with the ability to interpret data and translate insights into actionable business recommendations.
- Familiarity with automotive dealership operations, marketing strategies, and key performance indicators is strongly preferred.
- Proven ability to build and maintain relationships with clients, including dealership leadership, marketing decision-makers, and executive stakeholders.
- Excellent written and verbal communication skills, with the confidence to present complex information clearly to both technical and non-technical audiences.
- Strong analytical and problem-solving skills, with the ability to identify trends, anticipate client needs, and recommend solutions.
- Exceptional organizational skills and attention to detail, with the ability to manage multiple accounts, competing priorities, and client commitments effectively.
- A proactive, self-directed approach to account management, with a strong sense of ownership, accountability, and follow-through.
- Demonstrated ability to navigate challenging client conversations, resolve conflicts professionally, and maintain positive relationships.
- Collaborative mindset with experience working across Sales, Product, Operations, and Marketing teams to achieve shared business objectives.
- Adaptability and comfort operating in a fast-paced, evolving technology environment where priorities may shift.
- Bachelor's degree in Marketing, Business, Communications, or a related field preferred, or equivalent professional experience. In dealership experience preferred.
Technical Skills & Proficiency
- Experience working with CRM platforms such as Monday.com or Hubspot, including maintaining account records, tracking client engagement, and managing follow-up activities.
- Proficiency with business intelligence and reporting tools, such as Looker, Google Analytics, or similar marketing analytics platforms.
- Working knowledge of digital advertising platforms, including Google Ads and Meta Ads, and familiarity with common automotive marketing channels.
- Proficiency with Google Workspace, Microsoft Office, Slack, and project management tools such as Monday.com.
- Ability to quickly learn new technologies, navigate complex software platforms, and confidently train clients on product functionality.
Preferred Qualifications
- Experience working directly with automotive dealerships, dealer groups, or automotive marketing agencies.
- Familiarity with marketing attribution, customer journey analytics, and advertising ROI measurement.
- Experience managing a portfolio of recurring-revenue clients with accountability for retention, satisfaction, and growth.
- Experience conducting client business reviews, delivering performance presentations, and providing strategic recommendations to executive-level stakeholders.