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Customer Success Performance Manager

Company: Matador AI
Location: Gainesville Florida
Job Type: Full-Time

About Matador AI

Matador AI helps automotive dealerships convert more leads, improve customer engagement, and increase sales through AI-powered texting, chat, voice, and automation solutions. Our Customer Success team works directly with dealership leadership to ensure they achieve measurable results and maximize the value of the platform.

Position Overview

We are looking for a highly motivated Customer Success Performance Manager to manage a portfolio of dealership accounts and serve as a trusted advisor to our clients. This role is a blend of account management, consulting, training, and problem solving.

You will work closely with dealership General Managers, Sales Managers, BDC Directors, and ownership teams to drive adoption, improve processes, and deliver strong ROI through the Matador AI platform.

This is not a traditional customer service role. We are looking for someone who understands urgency, takes ownership, and enjoys helping clients succeed.

Responsibilities

• Manage a portfolio of automotive dealership accounts.
• Build strong relationships with dealership leadership and key stakeholders.
• Conduct onboarding, training sessions, and ongoing business reviews.
• Monitor account health, platform adoption, and customer engagement metrics.
• Proactively identify opportunities to improve dealership performance and increase ROI.
• Respond to client requests and escalations with urgency and professionalism.
• Coordinate with Product, Support, and Implementation teams to resolve issues.
• Review AI conversations, automation performance, and customer workflows to provide strategic recommendations.
• Document account activity and maintain accurate records in CRM systems.
• Help reduce churn by delivering exceptional customer experiences and measurable business outcomes.
• Assist clients with best practices for lead management, appointment setting, and dealership communication processes.
• Meet internal response time and customer engagement expectations.

Qualifications

Required

• 3+ years of experience in automotive retail, BDC, CRM, customer success, or account management.
• Strong understanding of dealership operations and customer lifecycle management.
• Excellent written and verbal communication skills.
• Ability to manage multiple accounts and priorities in a fast-paced environment.
• Strong organizational and problem-solving skills.
• Comfortable conducting virtual meetings and client training sessions.
• Experience with CRM platforms and dealership technology.

Preferred

• Previous dealership experience in Sales, BDC, Internet, Fixed Operations, or Management.
• Experience with AI, SaaS, or automotive technology platforms.
• Familiarity with CRM systems such as VinSolutions, eLead, DealerSocket, Tekion, or Reynolds.
• Experience managing enterprise or multi-store dealer groups.

What Success Looks Like

• High client satisfaction and retention rates.
• Strong platform adoption across assigned accounts.
• Timely communication and issue resolution.
• Successful onboarding and training completion.
• Measurable improvements in customer engagement and dealership performance.
• Building trusted partnerships that turn clients into long-term advocates.

Skills

• Relationship Management
• Customer Success
• Account Management
• Automotive Retail Knowledge
• Training & Consulting
• Communication
• Time Management
• Data Analysis
• CRM Management
• Problem Solving
• SaaS Experience
• Project Coordination

Benefits

• Competitive salary
• Performance-based bonus opportunities
• Paid time off and holidays
• Career growth opportunities in a rapidly growing AI company
• Opportunity to help shape the future of automotive customer engagement

Why Join Matador AI?

At Matador AI, we move fast, solve real problems, and focus on delivering results for our clients. We believe in ownership, transparency, and doing what's best for the customer. If you thrive in a high-performance environment and want to help transform the automotive industry through AI, we'd love to hear from you.