Director, Customer Success – Automotive

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Reputation

WebsiteLinkedInAll Job Openings

501 - 1000 employees

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 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. Visit reputation.com to learn more.

📋 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