Job Description
Job Title: Customer Success Manager II (Remote)
About the Role:
Are you passionate about building strong relationships and helping customers succeed? We're looking for a Customer Success Manager II (CSM II) to join our Customer Support Team. In this mid-level, fully remote role, you'll be a trusted partner to our clients, helping them optimize their website performance and achieve their business goals. If you're organized, customer-focused, and thrive in a dynamic environment, we'd love to hear from you!
As a CSM II, you'll use your expertise in digital performance, product knowledge, and industry insights to support our clients proactively and reactively. Your efforts will help enhance the overall customer experience and drive retention.
What You'll Do:
Manage a portfolio of customer accounts across various OEMs.
Deliver monthly performance reviews with actionable insights to improve customers' websites, aligning with specific OEM guidelines (e.g., Ford/Lincoln).
Analyze and review customers' digital performance, providing tailored recommendations.
Perform website edits and troubleshoot issues to ensure timely resolutions and service level adherence.
Collaborate with cross-functional teams to align strategies with customer goals and KPIs.
Anticipate customer needs by understanding their business objectives.
Prioritize and manage escalated issues, providing clear communication and resolution updates.
Track and manage multiple accounts simultaneously, keeping stakeholders informed on project progress.
Identify growth opportunities and contribute to customer retention initiatives.
Assist with case management, OEM-specific projects, and other leadership-assigned tasks.
Create and update team knowledge base articles to improve processes and documentation.
What We're Looking For:
Required Skills & Experience:
Bachelor's degree or equivalent work experience.
Google Analytics certification.
2+ years of experience in account management or dealership operations.
Strong organizational skills with the ability to follow instructions and take initiative.
Proven ability to collaborate with cross-functional teams in a fast-paced environment.
Exceptional problem-solving skills with a customer-first mindset.
Proficiency in MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud.
Critical thinking skills with a focus on process improvement.
Ability to manage shifting priorities and multitask effectively.
Flexible availability, including evenings and weekends.
Preferred Skills & Experience:
Experience driving customer satisfaction and retention.
Knowledge of SEO, SEM, CRM tools (e.g., Salesforce), and JIRA.
Background in the automotive industry or online marketing strategy.
2+ years of automotive-related experience.
Compensation:
The salary range for this position is $45,200 - $64,700, depending on experience, skills, and qualifications. Additional factors such as certifications, internal pay equity, and market trends may influence the final offer.
About Us:
We're a dynamic online marketing company specializing in website and agency services for automotive dealerships across North and South America. Our mission is to revolutionize the car-buying process by delivering innovative solutions that benefit both dealerships and shoppers. With over 5,000 dealer partners and recognition as one of the fastest-growing companies in the industry, we're proud of the diverse, talented team driving our success.
Why Join Us?
We offer a range of perks and benefits to support you both professionally and personally:
Comprehensive medical, dental, and vision insurance.
Company-matched 401(k) plan.
Flexible PTO and sick leave.
6 weeks of paid parental leave.
8 paid national holidays.
Company-paid basic life insurance, with optional supplemental coverage.
Long-term and short-term disability insurance options.
Voluntary pet insurance.
Healthcare and Dependent Care FSA options.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
If this opportunity excites you, we encourage you to apply! This position is open to residents of the United States.
Employment Type: Full-Time
Salary: $ 45,200.00 64,700.00 Per Year
Job Tags
Holiday work, Full time, Temporary work, Work experience placement, Flexible hours, Shift work, Afternoon shift,