ApplyDescription
Better Car People is looking for a VP of Customer Success to own the full post-sale customer relationship across onboarding, customer success, and technical support. This leader is accountable for retention, customer health, and the operational execution that keeps dealers engaged and growing on our platform. With a large rooftop base spanning voice AI, BDC, and response products, this role is central to reducing churn and expanding adoption across our dealer relationships.
Responsibilities
- Lead and scale three functions under one organization: onboarding, customer success, and technical support. Build a unified post-sale operating model that moves dealers smoothly from implementation to ongoing value.
- Own gross and net retention as primary success metrics. Establish customer health scoring, early warning systems for at-risk accounts, and a disciplined save-and-recovery process.
- Drive onboarding that gets dealers to first value quickly and sets the foundation for long-term retention. Reduce time to activation and eliminate friction in the launch process.
- Build and manage the technical support function, including response standards, escalation paths, and resolution quality. Partner closely with product and engineering on recurring issues and feedback loops.
- Develop the customer success team into a proactive, account-managing organization that drives product adoption and identifies expansion and cross-sell opportunities across the product portfolio.
- Establish reporting and operating cadence for the function, including retention metrics, churn analysis, support performance, and customer health, and deliver reporting to the executive team and board.
- Recruit, develop, and retain a high-performing team across all three functions.
Compensation & Benefits
- This role offers a competitive base salary with a performance-based incentive plan tied to customer retention, growth, and overall business results.
- We also provide a comprehensive benefits package that includes medical, dental, paid disability coverage, paid life insurance, and a 401(k) plan with company match.
Requirements
- Automotive industry experience required, with direct understanding of dealership operations, BDC functions, and how dealers buy and use technology.
- Strong track record of managing customer retention at scale, with demonstrated success reducing churn and improving net revenue retention.
- Proven experience leading customer success, onboarding, or support organizations, ideally across more than one of these functions.
- Experience managing and developing teams, with the ability to build process and structure in a growth environment.
- College degree or equivalent practical experience.
- Data-driven approach to customer health, retention, and team performance.
