Director, Customer Success – Automotive

🕒 July 16

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Reputation

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

Reputation is the only platform that empowers companies to fulfill their brand promise by measuring, managing, and scaling their reputation performance in real-time, everywhere. Functioning as a business’ eyes and ears in the spaces where customers talk, post, review, and recommend, Reputation's AI-powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on, and improve their online reputations.

📋 Description

• Lead, coach, and develop a team of Customer Success Managers and supporting customer success roles across automotive accounts. • Encourage innovation, problem solving, and continuous improvement within the customer success organization. • Develop effective leaders and foster a culture of accountability, collaboration, engagement, and excellence. • Own the overall performance of the Automotive Customer Success function, ensuring achievement of retention, expansion, adoption, customer satisfaction, and operational excellence goals. • Establish rigorous account planning and customer success motions across the portfolio, ensuring teams clearly articulate customer goals, business outcomes, account/retention risks, and growth opportunities. • Develop and execute action plans that reduce churn risk, increase product adoption, and improve customer outcomes. • Create and improve operational processes that enhance efficiency, scalability, and customer experience. • Drive operational excellence through defined operating rhythms, clear performance expectations, inspection mechanisms, and data-driven decision making. • Establish and monitor key performance indicators across customer health, adoption, retention, team performance, and customer outcomes; translate results into actionable insights and value discussions. • Create a culture of accountability by ensuring timely communication, proactive risk management, and disciplined follow-through across the organization. • Develop and execute the strategic vision and roadmap for the Automotive Customer Success organization, aligning team priorities with company objectives and evolving customer needs. • Engage directly with executive sponsors and strategic customers to strengthen relationships, accelerate outcomes, and support critical escalations. • Partner with senior leadership to communicate customer trends, business risks, and strategic opportunities for the sector. • Provide strategic guidance on customer engagement, account planning, issue resolution, and executive relationship management. • Maintain awareness of automotive industry trends, competitive dynamics, and emerging customer needs. • Serve as an internal advocate for customers and provide feedback that helps improve products, services, and overall customer experience. • Collaborate with Sales to develop and execute renewal and growth strategies, ensuring proactive risk mitigation and coordinated account planning across strategic accounts. • Collaborate with cross-functional teams (e.g. Product and Engineering) on implementations, escalations, product feedback, and customer advocacy initiatives that improve customer outcomes, remove obstacles, and drive resolution of systemic issues impacting customers. • Perform additional responsibilities as assigned.

🎯 Requirements

• 10+ years of customer-facing experience in SaaS, enterprise software, technology platforms, or related industries. • 5+ years of leadership experience managing Customer Success Managers, managers, or other client-facing teams. • Proven experience leading large teams or multiple teams supporting SMB, Mid-Market, and complex Enterprise, and Strategic customers. • Strong automotive industry experience and domain expertise. • Proven ability to lead through ambiguity, drive cross-functional alignment, and influence without direct authority. • Experience managing B2B customer relationships including renewals, retention, expansion, and strategic growth initiatives. • Strong analytical and problem-solving skills with the ability to interpret customer data and performance metrics. • Strategic mindset with the ability to connect customer objectives, business outcomes, and organizational goals. • Excellent written, verbal, presentation, and executive communication skills. • Ability to influence and collaborate effectively across Sales, Product, Engineering, Marketing, and Operations teams. • Experience creating or improving processes that drive operational excellence and customer success outcomes. • Highly organized, self-driven, and capable of managing multiple priorities and projects in a fast-paced environment. • Proficiency with Excel/Sheets, PowerPoint/Slides, and customer performance reporting tools. • Ability to develop effective leaders, build high-performing teams, and drive employee engagement. • Bachelor’s degree required or equivalent experience.

🏖️ Benefits

• Paid Time Off: Flexible PTO for salary paid employees • Hourly employees accrue PTO based on tenure & receive 5 sick days annually. Sick days are available day 1. PTO accrues on a per paycheck basis. • 10 company paid holidays plus 4 “Extended Company Holidays,” which are additional paid days off for the company. • Health and Welfare Benefits • Multiple medical and dental plan options, plus 100% company paid vision coverage • 401k available through Fidelity • Paid Parental Leave for all eligible employees as of day 1 of employment • Employer paid short and long term disability and life insurance • Critical Illness, Accident & Hospital Indemnity insurance • Employee Assistance Program (EAP) • Access to a wide variety of perks and wellbeing apps: - PerkSpot: Employee discount program - Wellhub (Gym Pass): Access to virtual wellbeing apps, coaching, and gym memberships - Carrot Fertility: Support for fertility, family planning, maternity, parenting, and hormonal health - Omada: Virtual prevention and physical therapy program - Ladder: Supplemental life insurance - SoFi: Financial wellbeing platform with 1:1 advice - Fetch: Pet insurance discount program - Spring Health for Guardian: Virtual mental health support - XP Health for Guardian: Virtual eyewear platform - Rate.com: Mortgage services discount program