Client Success Manager

Client Success Manager (Implementation & Customer Support Leadership) About Dealer360 Dealer360 is a mid-size software and analytics company helping automotive dealerships modernize operations through innovative digital platforms, advanced analytics, and integrated IT solutions. Our technology drives efficiency, improves decision-making, and elevates the customer experience across the dealership lifecycle. As we continue to grow, delivering a seamless onboarding experience and world-class ongoing support is critical to customer retention and long-term success. Position Overview The Client Success Manager is a leadership role responsible for owning the post-sale customer experience , with direct oversight of software implementation, onboarding, and the customer support desk . This role ensures that customers successfully adopt Dealer360 solutions, receive timely and effective support, and consistently realize value from our platform. The Client Success Manager will lead cross-functional coordination, establish scalable processes, and drive accountability across implementation and support teams. This is a highly visible role that directly impacts customer satisfaction, retention, and operational excellence. Key ResponsibilitiesImplementation & Onboarding Leadership Oversee the end-to-end onboarding process for new clients, ensuring timely and successful software implementation Establish implementation standards, timelines, and success criteria for each deployment Partner with technical teams, project management, and product leadership to ensure alignment and execution Identify and remove bottlenecks in onboarding workflows to improve speed and consistency Ensure strong transition from implementation into ongoing support Customer Support & Help Desk Oversight Lead the day-to-day operations of the customer support desk, including ticket management, response times, and resolution quality Define and monitor KPIs such as SLAs, response time, resolution time, and customer satisfaction Build scalable support processes, documentation, and escalation paths Ensure consistent, high-quality communication with customers during issue resolution Partner with technical teams to resolve complex escalations Customer Experience & Retention Own the overall customer health across implemented accounts Identify risks to customer satisfaction early and take proactive action Drive adoption and engagement with Dealer360 products Ensure customers are receiving measurable value from the platform Team Leadership & Development Lead, coach, and develop the implementation and support teams Establish clear performance expectations and accountability structures Identify skill gaps and create training and development plans Foster a culture of ownership, responsiveness, and continuous improvement Process Improvement & Cross-Functional Alignment Design and refine workflows between implementation, support, product, and engineering teams Provide structured feedback to product and development teams based on client experience Build scalable systems that support growth without sacrificing service quality Qualifications 5+ years of experience in client success, implementation, or customer support leadership within a software or technology environment Strong experience managing onboarding processes and/or support desk operations Proven ability to lead teams and drive accountability in a fast-paced environment Strong analytical mindset with experience managing KPIs and performance metrics Excellent communication and relationship-building skills Experience working with automotive dealerships or SaaS products is a strong plus What Success Looks Like Implementations are delivered on time, consistently, and with high customer satisfaction Support desk operates efficiently with strong SLA performance and minimal escalations Customers successfully adopt the platform and remain engaged long-term Clear processes and accountability exist across all post-sale functions

Pay:

$95,000.00 - $105,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Health insurance On-the-job training Paid time off Parental leave Vision insurance

Work Location:

In person