Customer Success Manager

Qualifications & Skills

Must-Have

• Strong experience in customer success, account management, or client-facing roles in a B2B SaaS environment
• Excellent interpersonal and communication skills, with the ability to convey technical concepts in a simple and engaging manner
• Proven track record of maintaining and growing customer accounts
• Strong problem-solving skills and an ability to think strategically about customer needs
• Passion for enabling customers to succeed

Key Responsibilities

As a Customer Success Manager at AutoRaptor, you will play a pivotal role in ensuring customer satisfaction, retention, and growth. Your main duties will include:

1. Customer Onboarding & Training
2. Conduct onboarding sessions for new automotive dealership clients to familiarize them with AutoRaptor's features and benefits Train clients on best practices for using AutoRaptor to optimize their operations and improve sales performance
3. Relationship Management & Retention Strategy
4. Serve as the primary point of contact for your assigned portfolio of dealership clients Build long-term relationships and develop tailored account strategies to expand client usage and ensure retention Identify upsell opportunities and present solutions that add value to dealership operations
5. Collaboration with Product & Engineering
6. Work closely with product and engineering teams to communicate customer feedback and prioritize feature enhancements Educate customers on new feature rollouts and guide them on implementation
7. Customer Enablement & Documentation
8. Create and maintain customer success materials, including how-to guides, FAQs, and training resources, to empower dealerships to use AutoRaptor effectively Collaborate with internal teams to improve customer enablement initiatives

Company Benefits

• High-growth workplace with exciting challenges and opportunities
• Strong career progression and growth pathways
• Generous PTO and sick day policies
• Remote-first environment with a supportive, tight-knit team

Nice-to-Have

• Experience in the automotive industry, particularly within dealership operations
• Familiarity with CRM platforms like HubSpot or experience with automotive-specific tools
• Experience in training, enablement, or creating customer-centric documentation
• Ability to work independently in a remote-first environment while collaborating with a global team

About AutoRaptor

This position operates on U.S. Eastern Time (9:00 AM – 5:00 PM EST).

AutoRaptor is a trusted customer relationship management (CRM) tool tailored to the automotive dealership industry. Designed to help dealerships manage their leads and inventory, communicate seamlessly across phone, email, and SMS, and track vehicle sales, AutoRaptor has been a staple in the automotive CRM industry for 18 years. Serving over 500 dealerships across North America, AutoRaptor continues to drive success for its clients under new ownership. AutoRaptor has recently been acquired and under new ownership is seeking to add to its Customer Success Organization to fuel growth.

Why Join AutoRaptor? At AutoRaptor, we value innovation, collaboration, and delivering measurable impact for our clients. We are a high-growth, remote-first organization with team members located across the USA and globally. The business has grown 40% in the last year and is rapidly scaling its organization.