Customer Success Manager II

Job Description:The Customer Success Manager II (CSM II) is an enthusiastic, organized and customer-focused individual on the Customer Support Team. The CSMs overall responsibility is to build, maintain and grow our customer relationships by being their website performance specialist. The CSM II will use their OEM, product, and industry knowledge to address proactive and reactive customer requests and issues. The CSM II is expected to be a hard-working team member with goals to improve overall customer retention, and support experience we provide our customers. This is a remote, mid-level position. Essential Functions:Manage customer accounts across multiple OEMsProvide monthly product review (MPR) reporting and optimization recommendations to improve all aspects of the customers websites, utilizing the Specific OEM (i.e., FORD/Lincoln) MPR Deck to ensure all Service level agreements (SLA) are metWork with customers to analyze and review their digital performance in detail Complete website edits, and troubleshoot various issues or concerns to ensure that response and resolution service levels are met Ensure strategy and customers KPIs (key performance indicators) are communicated, understood, and implemented by cross-functional teamsUnderstand the customers business goals to anticipate future needsPrioritize, triage, and communicate resolution on escalated customer issues and requestsManage multiple accounts simultaneously, tracking the status of each project, and updating all stakeholdersAssist business leads in driving customer retention and identifying business growth opportunitiesWork alongside support roles to assist with case management and ensure that response and resolution service agreement levels are metComplete various tasks assigned by leadership such as OEM project asksAssist in updating and creating knowledge base articles for the team on a consistent basisRequired Skills/Experience:Bachelors degree or equivalent experienceGoogle Analytics Certified2+ years of account management and/or dealership experienceDependable, follows instructions and takes initiative to solve problemsStrong ability to work with cross-functional teams in a complex, always changing environmentAbility to react quickly and multi-task to meet changing department priorities Ability to de-escalate customer concerns and provide the best resolution for both the customer and DealerOn Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud Ability to think critically and contribute to improving team processes Capable of working effectively as part of a team, but also taking independent initiativeAbility to work various shifts including evenings and weekends Preferred Skills/Experience:Demonstrated experience driving increased customer satisfaction and loyalty, measured through customer retention and client satisfaction scores.Experience coordinating online marketing strategy with other key business partners internally and externallyKnowledge of SEO, SEM, JIRA, CRM (Customer Relationship Management), and Salesforce2+ years of automotive experience#LI-RemoteThe targeted salary range for this position is $45,200 - $64,700.The posted salary range for this position may be adjusted based on job-related factors permitted by law, such as experience and training; internal pay equity; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions. nnThis position is open to US residents only.nnAbout Us:nnWe are an online marketing company providing website and agency services to automotive dealerships across North and South America. We are known for our cutting-edge products that streamline the car buying process and provide an experience both shoppers and dealers love. Our business model is working: we were recognized on the Inc. 5000 list of fastest growing companies six years in a row, expanding to over 30 manufacturer relationship, and over 5,000 dealer partners. We are proud of what our company has done, and its all due to the talented and diverse team weve been lucky enough to assemble.nnPerks and Benefits:nnAside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits, including:nnntMedical, dental and vision insurancentCompany matched 401K planntFlexible PTO + Sick Leavent6 weeks paid Parental Leavent8 Paid National HolidaysntCompany-paid basic Life InsurancentVoluntary supplemental Life InsurancentVoluntary long-term/short-term disability insurancentVoluntary Pet InsurancentOptional Healthcare/Dependent Care FSA AccountnnnDealerOn is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We also participate in E-Verify (for more information, click here:

Created: 2025-11-07