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Weekend Customer Success Manager Jobs in Indiana

CarNow

Customer Success Manager

Indianapolis, IN · On-site

Customer Success Manager Summary: A Customer Success Manager (CSM) is the primary point of contact for our dealer accounts, ensuring their success and satisfaction throughout the entire customer ...

Cleo

Customer Success Manager

Indianapolis, IN · Remote

Customer Success Manager Remote - US What You Will Be Doing * Manage a portfolio of 30+ accounts across the full customer lifecycle, from implementation handoff through renewal and expansion

Grote Industries

Customer Success Manager

Madison, IN · On-site

The Customer Success Manager will oversee the day-to-day customer interactions for our growing Grote Networks business unit. They'll contribute to a high-performing support team, create scalable ...

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All JobsCustomer Success JobsWeekend Customer Success Manager JobsWeekend Customer Success Manager Jobs in Indiana

Weekend Customer Success Manager information

What is the difference between Weekend Customer Success Manager vs Part-Time Customer Support Specialist?

AspectWeekend Customer Success ManagerPart-Time Customer Support Specialist
CredentialsCustomer success certifications, relevant experienceBasic customer service skills, sometimes certifications
Work EnvironmentClient-facing, strategic engagement, remote or officeSupport center, call center, or remote
Employer & IndustryTech, SaaS, subscription servicesRetail, telecom, e-commerce
Search & Comparison IntentCustomer success roles, client retentionCustomer support, troubleshooting

The Weekend Customer Success Manager focuses on building long-term client relationships and ensuring customer retention, often requiring strategic skills and industry-specific certifications. In contrast, the Part-Time Customer Support Specialist handles day-to-day customer inquiries and troubleshooting. Both roles may be part-time or weekend-based but serve different functions within customer service and success strategies.

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Weekend Customer Success Manager jobs near you
Customer Success Manager

Customer Success Manager

CarNow

Indianapolis, IN • On-site

Full-time

This job post has expired today. Applications are no longer accepted.

Job description

Customer Success Manager

Summary:

A Customer Success Manager (CSM) is the primary point of contact for our dealer accounts, ensuring their success and satisfaction throughout the entire customer journey-from pre-launch activities to long-term retention. The CSM plays a key role in managing pre-launch activities, product launches, training sessions, technical support, ongoing account reviews and touchpoints, and driving retention efforts.

Responsibilities:

  • Provides virtual account management to a designated book of business between 100-200 dealer accounts.
  • Attends onboarding and pre-launch consultation calls with the Implementation team to ensure a seamless handoff experience.
  • Conducts pre-live audits through a HubSpot playbook to confirm set-up and that the account is ready for launch.
  • Hosts virtual launch meetings, with training sessions, decision makers and end users showcasing the CarNow platform.
  • Performs refresh training for new dealer personnel when applicable.
  • Achieves monthly retention goals by ensuring customer satisfaction and loyalty are met.
  • Follows the Cancellation process for all churn in addition to contacting all cancellations within 24 business hours and documenting save plans in HubSpot CRM.
  • Completes dealer Touchpoints on a 45-day cadence by emailing, texting or calling the dealer to check-in and offer support.
  • Delivers Account Reviews to dealership personnel, including decision makers, on a 90- day cadence. Account Review should include, but is not limited to, product metrics reviews, ROI discussions, user engagement metrics, areas of opportunity and marketing suggestions.
  • Makes backend configuration updates and provides technical support to the dealer ensuring that all settings are tested and function properly. Resolves all technical requests within SLA timeline.
  • Providers best practices and product recommendations to the dealer to maximize ROI and user engagement.
  • Tests and confirms connectivity to all 3rd party vendors such as inventory, website providers, integration partners.
  • Reviews and analyzes dealer review audits from the Support Analyst team upon completion.
  • Monitors CS Request ticket queue and address any tickets assigned to you within 24 business hours.
  • Collaborates with the internal sales team on new deals and prospects, upsell opportunities, dealer changes, and dealership personnel updates.
  • Utilizes CarNow CRM (HubSpot) to log and document all communication and changes on an account. This includes emails, phone calls, Zoom meetings, and text messages.
  • Actively participates in all continued education sessions offered to CarNow and completes all LMS courses within a timely manner.
  • Reviews KPI dashboards regularly to ensure all KPI expectations are met.
  • Diligently address special projects that pertain to your book of business upon request.

Requirements:

  • 1 or more years of automotive software sales or in a dealership role utilizing automotive software (digital retail, CRM, desking, etc.) with a demonstrated understanding of the retail automotive industry.
  • High School Diploma or equivalent required.
  • Highly motivated, growth-oriented, with the ability to multi-task and juggle multiple different projects at once.
  • Must have an outgoing, positive attitude and a strong work ethic.
  • Confidence to suggest ideas and provide critical customer feedback to leadership.
  • Organized, self-motivated, and productive while unsupervised.
  • Technologically savvy and computer proficient; Microsoft Office and CRM experience required.
  • Establish and maintain customer confidence and provide exceptional customer service.
  • Strong verbal and written communication skills.
  • 30% travel required.

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