Customer Success Manager, Automotive

Position Summary:
The Customer Success Manager (CSM) for the Automotive team will be responsible for building strong client relationships that drive retention, loyalty, and satisfaction. This role serves as a trusted advisor for dealership clients, ensuring they maximize the value of our marketing and analytics solutions. The CSM will raise client issues and feedback to product teams while coordinating with operations on campaign related changes/requests and support the ongoing evolution of our automotive solutions.

Primary Accountabilities:

• Manage a portfolio of automotive dealership and group clients to ensure successful onboarding, engagement, satisfaction, and retention.
• Deliver monthly reporting to clients, analyzing key metrics and identifying any emerging issues or trends.
• Lead Quarterly Business Reviews (QBRs) with dealership and/or group leadership (including C-level executives and General Managers) to review performance, identify opportunities, and deepen engagement.
• Proactively identify at-risk accounts and work internally and externally to drive resolution and increase satisfaction.
• Collaborate closely with Product Operations to gather, document, and communicate client feedback, requests and complaints; ensure client concerns are addressed promptly.
• Work with product and sales to create a survey to measure client satisfaction on an annual or semi-annual basis
• Partner with product and engineering teams by pulling the right experts into client discussions to accelerate issue resolution or to support upsell opportunities.
• Guide new clients through an efficient onboarding process, including platform training, campaign set-up, and operational alignment.
• Maintain detailed and up-to-date client documentation, including meeting notes, action items, and reporting history.

Key Performance Indicators (KPIs):

• Client Retention Rate
• Onboarding Completion Time
• Monthly Reporting Timeliness
• Client Request/Complaint Resolution Time
• QBR Completion Rate
• Customer Satisfaction (CSAT) or Net Promoter Score (NPS)

Desired Individual Qualities:

• Diligent, detail-obsessed, and deadline-driven
• Highly proactive with a "client-first" mentality
• Strong team collaborator who communicates clearly and effectively
• Analytical thinker who can interpret data to extract insights
• Curious and open-minded learner
• Resourceful problem solver with a positive attitude

Additional Responsibilities:

• Performs other duties as assigned
• Complies with all policies and standards

Required Qualifications:

• Bachelor’s Degree
• 3-5 years of work experience leading a Customer Success team in a marketing or advertising technology firm or dealership, with progressively increasing responsibilities; or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position
• Knowledge of Automotive industry and digital media, in-store media, e-Commerce software, analytics and business operations strongly preferred
• Experience working to promote value through customer experience
• Exceptional ability to communicate and foster positive business relationships.
• Process analysis and optimization experience required
• Proficiency in Excel and functions such as V Look-ups, Pivot tables, etc.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

• Use Hands to Handle Objects - Regularly
• Reach with Hands or Arms - Regularly
• Talk or Hear and Read Instructions - Regularly
• Stand, Kneel, or Stoop and Lift 20 Pounds - Occasionally
• View Items at a Close Range - Regularly

Rarely: Job requires this activity up to 25% of the time
Occasionally: Job requires this activity between 25% - 50% of the time
Frequently: Job requires this activity between 50% - 75% of the time
Constantly: Job requires this activity more than 75% of the time

Individual Competencies

• Integrity: Able to communicate well in straight-forward situations.
• Teamwork: Advanced communication skills used to lead a team.
• Adaptable: Arrives at a conclusion based on previous experiences and good judgment.
• Curious: Assesses circumstances using experience and a variety of information gathered.
• Analytical and Critical Thinking: Communicates using persuasion and authority.
• Problem Solving: Completes routine and repetitive tasks where tasks are straightforward.
• Innovative: Arrives at decision using analytical thought.

As an Inmar Associate, you:

• Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.
• Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.
• Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually beneficial partnerships, leverage information and achieve results.
• Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.
• Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.
• Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

At Inmar, we put people first and that means empowering our associates to thrive at every stage of life and career. Our comprehensive and competitive benefits package is thoughtfully designed to support a wide range of lifestyles and life stages.

Eligible associates have access to:

• Medical, Dental, and Vision insurance

• Basic and Supplemental Life Insurance options

• 401(k) retirement plans with company match

• Health Spending Accounts (HSA/FSA)

We also offer:

• Flexible time off and 11 paid holidays

• Family-building benefits, including Maternity, Adoption, and Parental Leave

• Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning

• Wellness and Mental Health counseling services

• Concierge and work/life support resources

• Adoption Assistance Reimbursement

• Perks and discount programs

Please note that eligibility for some benefits may depend on your job classification and length of employment. Benefits are subject to change and may be governed by specific plan or program terms.

We are an Equal Opportunity Employer, including disability/vets.

This position is not eligible for student visa sponsorship, including F-1 OPT or CPT. Candidates must have authorization to work in the U.S. without the need for employer sponsorship now or in the future.

At Inmar, we put people first and that means empowering our associates to thrive at every stage of life and career. Our comprehensive and competitive benefits package is thoughtfully designed to support a wide range of lifestyles and life stages.

Eligible associates have access to:

• Medical, Dental, and Vision insurance

• Basic and Supplemental Life Insurance options

• 401(k) retirement plans with company match

• Health Spending Accounts (HSA/FSA)

We also offer:

• Flexible time off and 11 paid holidays

• Family-building benefits, including Maternity, Adoption, and Parental Leave

• Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning

• Wellness and Mental Health counseling services

• Concierge and work/life support resources

• Adoption Assistance Reimbursement

• Perks and discount programs

Please note that eligibility for some benefits may depend on your job classification and length of employment. Benefits are subject to change and may be governed by specific plan or program terms.

At Inmar, compensation reflects our belief in integrity, transparency, and the value of individual contributions. The hiring range for this position is:

The final offer may vary based on factors such as geographic location, job-related skills, education, certifications, work experience, and other relevant considerations.

Depending on the job level and role, it may include:

• Annual discretionary bonuses through our Core Company Performance Bonus Plan

• Equity grants, sign-on bonuses, and other tailored incentive opportunities

• Additional discretionary compensation, such as:

  • Growing Revenue Incentives

  • Safety Bonuses

  • Deferred compensation opportunities

The actual annualized salary offered at the time of hire will be communicated in the candidate’s offer letter. We remain committed to fairness and transparency across all locations. Where required, including for remote-eligible roles, local pay ranges are disclosed in accordance with applicable laws and regulations.

We are an Equal Opportunity Employer, including disability/vets.

This position is not eligible for student visa sponsorship, including F-1 OPT or CPT. Candidates must have authorization to work in the U.S. without the need for employer sponsorship now or in the future.