Reputation empowers companies to fulfill their brand promise by managing their reputation performance in real-time.
Director, Customer Success – Automotive
Location
United States
Posted
3 days ago
Salary
0
Seniority
Lead
Job Description
Director, Customer Success – Automotive
Reputation
• Lead, coach, and develop a team of Customer Success Managers and supporting customer success roles across automotive accounts. • Encourage innovation, problem solving, and continuous improvement within the customer success organization. • Develop effective leaders and foster a culture of accountability, collaboration, engagement, and excellence. • Own the overall performance of the Automotive Customer Success function, ensuring achievement of retention, expansion, adoption, customer satisfaction, and operational excellence goals. • Establish rigorous account planning and customer success motions across the portfolio, ensuring teams clearly articulate customer goals, business outcomes, account/retention risks, and growth opportunities. • Develop and execute action plans that reduce churn risk, increase product adoption, and improve customer outcomes. • Create and improve operational processes that enhance efficiency, scalability, and customer experience. • Drive operational excellence through defined operating rhythms, clear performance expectations, inspection mechanisms, and data-driven decision making. • Establish and monitor key performance indicators across customer health, adoption, retention, team performance, and customer outcomes; translate results into actionable insights and value discussions. • Create a culture of accountability by ensuring timely communication, proactive risk management, and disciplined follow-through across the organization. • Develop and execute the strategic vision and roadmap for the Automotive Customer Success organization, aligning team priorities with company objectives and evolving customer needs. • Engage directly with executive sponsors and strategic customers to strengthen relationships, accelerate outcomes, and support critical escalations. • Partner with senior leadership to communicate customer trends, business risks, and strategic opportunities for the sector. • Provide strategic guidance on customer engagement, account planning, issue resolution, and executive relationship management. • Maintain awareness of automotive industry trends, competitive dynamics, and emerging customer needs. • Serve as an internal advocate for customers and provide feedback that helps improve products, services, and overall customer experience. • Collaborate with Sales to develop and execute renewal and growth strategies, ensuring proactive risk mitigation and coordinated account planning across strategic accounts. • Collaborate with cross-functional teams (e.g. Product and Engineering) on implementations, escalations, product feedback, and customer advocacy initiatives that improve customer outcomes, remove obstacles, and drive resolution of systemic issues impacting customers. • Perform additional responsibilities as assigned.
Job Requirements
- 10+ years of customer-facing experience in SaaS, enterprise software, technology platforms, or related industries.
- 5+ years of leadership experience managing Customer Success Managers, managers, or other client-facing teams.
- Proven experience leading large teams or multiple teams supporting SMB, Mid-Market, and complex Enterprise, and Strategic customers.
- Strong automotive industry experience and domain expertise.
- Proven ability to lead through ambiguity, drive cross-functional alignment, and influence without direct authority.
- Experience managing B2B customer relationships including renewals, retention, expansion, and strategic growth initiatives.
- Strong analytical and problem-solving skills with the ability to interpret customer data and performance metrics.
- Strategic mindset with the ability to connect customer objectives, business outcomes, and organizational goals.
- Excellent written, verbal, presentation, and executive communication skills.
- Ability to influence and collaborate effectively across Sales, Product, Engineering, Marketing, and Operations teams.
- Experience creating or improving processes that drive operational excellence and customer success outcomes.
- Highly organized, self-driven, and capable of managing multiple priorities and projects in a fast-paced environment.
- Proficiency with Excel/Sheets, PowerPoint/Slides, and customer performance reporting tools.
- Ability to develop effective leaders, build high-performing teams, and drive employee engagement.
- Bachelor’s degree required or equivalent experience.
Benefits
- Paid Time Off: Flexible PTO for salary paid employees
- Hourly employees accrue PTO based on tenure & receive 5 sick days annually. Sick days are available day 1. PTO accrues on a per paycheck basis.
- 10 company paid holidays plus 4 “Extended Company Holidays,” which are additional paid days off for the company.
- Health and Welfare Benefits
- Multiple medical and dental plan options, plus 100% company paid vision coverage
- 401k available through Fidelity
- Paid Parental Leave for all eligible employees as of day 1 of employment
- Employer paid short and long term disability and life insurance
- Critical Illness, Accident & Hospital Indemnity insurance
- Employee Assistance Program (EAP)
- Access to a wide variety of perks and wellbeing apps: - PerkSpot: Employee discount program - Wellhub (Gym Pass): Access to virtual wellbeing apps, coaching, and gym memberships - Carrot Fertility: Support for fertility, family planning, maternity, parenting, and hormonal health - Omada: Virtual prevention and physical therapy program - Ladder: Supplemental life insurance - SoFi: Financial wellbeing platform with 1:1 advice - Fetch: Pet insurance discount program - Spring Health for Guardian: Virtual mental health support - XP Health for Guardian: Virtual eyewear platform - Rate.com: Mortgage services discount program
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