• The CSM II will manage a diverse portfolio of accounts across EMEA. This includes low to mid-sized spend accounts and accounts with strategic growth potential. • Identify and flag risks that will lead to customer churn. Engage appropriate internal stakeholders to resolve the issue swiftly while managing customer communications along the way. • Build relationships with key stakeholders. Conduct regular business reviews. • Be the voice of the customer by collecting product and operational feedback and sharing it with relevant internal stakeholders • Responsible for providing a high-quality experience to our customers on a day-to-day basis. • Coordinate with internal stakeholders to ensure timely response and completion of customer requests. • Drive adoption of platform features that will lead to a better customer experience and better retention.

• Act as the primary point of contact for customers and connect them with appropriate teams • Onboarding new customers • Training end-users • Optimizing the value of our software • Expanding user adoption • Identifying key risks to customer success • Implementation for new customers and existing customers who expand substantially • Providing day to day support (Tier 1) and troubleshooting for existing customers • Managing pipeline of support tickets and collaborating with engineering to solve Tier 2-3 issues and bugs • Assisting sales reps for technical demos and presentations for new customer acquisition

If you are looking for a career at a dynamic company with a people-first mindset and a deep culture of growth and autonomy, ACV is the right place for you! Competitive compensation packages and learning and development opportunities, ACV has what you need to advance to the next level in your career. We will continue to raise the bar every day by investing in our people and technology to help our customers succeed. We hire people who share our passion, bring innovative ideas to the table, and enjoy a collaborative atmosphere. Who we are: ACV is a technology company that has revolutionized how dealers buy and sell cars online. We are transforming the automotive industry. ACV Auctions Inc. (ACV), has applied innovation and user-designed, data driven applications and solutions. We are building the most trusted and efficient digital marketplace with data solutions for sourcing, selling and managing used vehicles with transparency and comprehensive insights that were once unimaginable. We are disruptors of the industry and we want you to join us on our journey. Our network of brands include ACV Auctions, ACV Transportation, ClearCar, MAX Digital and ACV Capital within its Marketplace Products, as well as, True360 and Data Services. At ACV we focus on the Health, Physical, Financial, Social and Emotional Wellness of our Teammates and, to support this, we offer: - Multiple medical plans including a high deductible, low cost health plan - Company-sponsored (paid) Short-Term Disability, Long-Term Disability, and Life Insurance - Comprehensive optional benefits such as Dental, Vision, Supplemental Life/AD&D, Legal/ID Protection, and Accident and Critical Illness Insurance - Generous paid time off options, including uncapped vacation days, the greater of 3 paid sick days or in accordance with the applicable state or local paid sick leave law, 6 paid company holidays, 2 floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other forms of paid leave as required by applicable law or regulation - Employee Stock Purchase Program with additional opportunities to earn stock in the Company - Retirement planning through the Company’s 401(k) Who we are looking for: ACV is looking for a Customer Relationship Manager - Capital with a talent for expanding market share and revenue growth by focusing on customer relationships. This individual should be focused and disciplined in portfolio management to consistently manage risk and identify potential loss situations. The Customer Relationship Manager - Capital will have key responsibility in identifying growth opportunities within the portfolio and identifying opportunities for ACV. The territory is the northeast, and the candidate must live in the eastern time zone. What you will do: - Actively and consistently support all efforts to simplify and enhance the customer experience. - Provide exemplary customer service at all times to customers, internal partners and external partners. - Consistently and proactively engage with new and existing customers to become a trusted advisor, understand their business, and recommend solutions that will help them manage and grow their business. - Support customers through the new customer onboarding process by explaining expectations and providing guidance in tasks and transactions - Utilize ACV’s Customer Relationship Management (CRM) and data analytics tools to analyze customer information and develop sales strategies for assigned customer base. - Promote marketing campaigns with existing customer base. - Utilize available reporting tools for prospecting growth opportunities and identifying potential risk situations. - Partner with ACV’s sales teams to provide consistent lead generation to expand ACV’s growth as a whole. - Consistently utilize critical thinking skills to help provide solutions to customers and ACV Capital - Work with other corresponding ACV Capital departments to drive portfolio growth and risk mitigation. Departments to include credit, collections and sales. - Responsible for the accurate preparation of contracts, Uniform Commercial Code (UCC’s) and Purchase Money Security Interest (PMSI) notices. - Be a consistent contributor to ACV Capital’s culture by offering solutions for streamlined processes and opportunities for improvement. - Responsible for daily communication with accounts regarding past due payments and providing potential solutions to customer cash flow issues. - Responsible for daily reconciliation of lot audits and acting as a liaison between the lot audit department and customers. - Duties to include consistent and accurate daily delinquency follow up , managing daily transactional workflows and other duties as assigned. What you will need: - Ability to read, write, speak and understand English. - Bachelor’s degree in business, finance, or a related field preferred. - 2+ years’ experience in the finance services industry required. - 5+ years’ experience in a customer service, sales, or sales support role. - Automotive industry experience highly desired. - Ability to elevate relationships through leadership and communication skills - Strong ability to drive sales by establishing strong internal and external relationships. - Demonstrated ability to consistently meet and exceed sales goals. - Experience with Google Products and Salesforce Customer relationship management (CRM) tool familiarity - Demonstrated history of being a team player, collaborating with others to solve problems. - Displays a sense of urgency and self-motivation. #LI-DM3 Our Values Trust & Transparency | People First | Positive Experiences | Calm Persistence | Never Settling At ACV, we are committed to an inclusive culture in which every individual is welcomed and empowered to celebrate their true selves. We achieve this by fostering a work environment of acceptance and understanding that is free from discrimination. ACV is committed to being an equal opportunity employer regardless of sex, race, creed, color, religion, marital status, national origin, age, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires reasonable accommodation, please let us know. For information on our collection and use of your personal information, please see our Privacy Notice. No immigration or work visa sponsorship provided for this position. Compensation: The compensation range for this position is listed in the "Job Details" section at the bottom of this posting. This position is eligible for additional compensation pursuant to ACV’s incentive compensation plan. Please note that final compensation will be determined based upon the applicant's relevant experience, skillset, location, business needs, market demands, and other factors as permitted by law.

• Own a book of enterprise and strategic customers, ensuring contract value is realized and renewal risk is proactively managed • Analyze customer, journey, and operational data to identify trends, risks, and opportunities • Translate data into clear, executive-ready insights and recommendations • Build and maintain customer success plans aligned to business outcomes and KPIs • Partner with customers to define, prioritize, and evolve AI-driven journeys that deliver measurable value • Gather and document customer business and technical requirements, and create customer-specific technical specification documents to guide implementation and delivery • Design and evolve customer journeys that leverage GenAI-based capabilities • Lead Quarterly Business Reviews, presenting performance, insights, and next-step recommendations • Coordinate cross-functional delivery with Professional Services, Product, and Sales • Support renewal and expansion conversations with data-backed business cases • Act as a trusted advisor to senior client stakeholders