About Dealerware
Dealerware transforms the automotive retailers of today into the mobility network of tomorrow. Launched in 2016, Dealerware manages tens of thousands of vehicles at dealerships in North America across every major manufacturer brand. Dealerware is committed to being a people-first culture and a great place to work for all, with flexible scheduling, unlimited PTO, extensive benefits, a core value of Diversity, Equity & Inclusion, and a leadership and management team that defaults to being supportive and accessible.
In 2026, Dealerware was recognized by Built In as one of their Best Startups to Work for in Austin for the fifth consecutive year.Dealerware is currently hiring an experienced and customer-focused Customer Success Manager (CSM) to join our team. This role serves as a strategic partner to our customers, deeply understanding their goals, challenges, and desired outcomes, and translating those into meaningful value delivered through our product. The CSM will focus on driving adoption by helping customers realize and measure impact, using product usage data to tell a clear value story that supports long-term growth, retention, and successful customer outcomes.
This position reports to the Manager, Customer Experience.
Account Management & Relationship Building Responsibilities:
- Act as the primary point of contact, providing support and guidance for assigned accounts, building strong, long-term relationships with key stakeholders to drive satisfaction and loyalty.
- Retain revenue by ensuring customers fully adopt and optimize the product, proactively managing risks and escalations, and driving renewals and expansion through clear value delivery and feature adoption.
- Act as the internal champion for customers and leverage internal resources to swiftly resolve escalations.
- Execute defined customer touchpoints based on tiered customer level.
- Manage Buy/Sell processes quickly and confidentially for seamless dealership operations and continuous usage.
Adoption & Customer Success Strategy Responsibilities:
- Develop and execute customer success strategies to increase adoption and drive dealer engagement to meet business objectives.
- Proactively monitor customer usage and health to identify opportunities for improved utilization of platform features and mitigate churn risk.
- Host regular check-ins with customers to review progress, address challenges, and recommend best practices.
- Partner with customers to align platform use with their business goals and uncover opportunities for growth.
- Generate and present QBRs highlighting product-led growth opportunities and aligning on customer metrics and goals.
- Ensure proper and healthy product usage. Employ strategies to achieve usage goals.
Collaboration & Continuous Improvement Responsibilities:
- Act as the Voice of the Customer, sharing customer insights and feedback with internal teams to drive product and process improvements.
- Engage in continuous two-way feedback with Product on new feature requests and prioritization.
- Collaborate cross-functionally with Sales and Support teams to ensure customers achieve desired outcomes.
- Develop and contribute to scalable resources, including new feature resources, playbooks, and success templates.
- Stay informed on industry trends, best practices, and customer success innovations to enhance your impact.
- Identify and generate key Customer Stories to support CS and GTM activities
Key Performance Indicators for the Role:
- Gross Revenue Retention above 90%
- Net Revenue Retention above 105%
- Net Promoter Score above 60
- Project-based adoption and engagement metrics (e.g., Insurance Verification usage above 40%, Minimum of 5 customer stories per quarter)
Required Qualifications:
- 3+ years in customer success, account management, or a related customer-facing role in an automotive software company.
- Strong project management skills with a proven ability to manage multiple customers and priorities simultaneously.
- Exceptional communication and interpersonal skills, with a customer-centric approach to problem-solving.
- Proficiency in Salesforce, Gainsight, Zendesk, and Jira, with an ability to analyze data and translate insights into action.
- A collaborative mindset and a passion for driving customer success and outcomes.
Dealerware Offers You:
- Competitive base salary with bonus incentive eligibility
- Full benefits (medical, dental, vision, disability)
- 401(k) with company match
- On-demand educational courses via LinkedIn Learning
- Tuition reimbursement and continuing education
- Unlimited paid vacation policy
- Flexible work
- Generous Paid Parental Leave program
- Modern office and a dynamic team in downtown Austin with free parking
- Friendly, small company environment with a progressive culture
Dealerware is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.
Dealerware's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.*We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.Apply for this job
