Customer Success Manager

Job description

## **About Tekion:** Positively disrupting an industry that has not seen any innovation in over 50 years, Tekion has challenged the paradigm with the first and fastest cloud-native automotive platform that includes the revolutionary Automotive Retail Cloud (ARC) for retailers, Automotive Enterprise Cloud (AEC) for manufacturers and other large automotive enterprises and Automotive Partner Cloud (APC) for technology and industry partners. Tekion connects the entire spectrum of the automotive retail ecosystem through one seamless platform. The transformative platform uses cutting-edge technology, big data, machine learning, and AI to seamlessly bring together OEMs, retailers/dealers and consumers. With its highly configurable integration and greater customer engagement capabilities, Tekion is enabling the best automotive retail experiences ever. Tekion employs close to 3,000 people across North America, Asia and Europe. This role internally is a Customer Value Manager and individual must have customer success experience of 3-4 years. ## **Job Introduction:** The Customer Value Manager is the primary owner of the customer relationship and long-term success of assigned dealership accounts within Tekion’s Customer Value Services organization. This is not a support role with a retention overlay. It is a strategic value leadership role responsible for understanding each dealer’s business goals, connecting those goals to measurable outcomes within the Tekion platform, and ensuring value is visible, documented, and expanding over time. The Customer Value Manager serves as the strategic quarterback for every account in the portfolio. This role leads the ongoing customer relationship across operational and executive stakeholders, owns the Customer Value Plan (CVP) for each account, drives outcome-focused Value Reviews, maintains visibility into portfolio health and risk, and helps ensure renewals and expansion opportunities are supported by a clear, data-backed value narrative. The Customer Value Manager partners closely with Customer Value Architects, who provide product expertise and maturity diagnostics, and with Virtual Value Managers, who help support account activity between strategic touchpoints. Together, these roles help close the gap between what a dealer purchased and the value they are actually realizing. ## **Key Roles and Responsibilities:** - Own the customer relationship across assigned dealership accounts, building and maintaining trusted relationships with operational contacts, general managers, dealer principals, and other key stakeholders - Develop, maintain, and execute a Customer Value Plan for every account in the portfolio, ensuring plans remain current, actionable, and aligned to dealer priorities and business outcomes - Lead regular Value Reviews that replace traditional QBRs with structured, outcome-focused conversations grounded in dealer performance, platform adoption, operational progress, and realized value - Partner with Customer Value Architects (CVAs) to interpret Dealer Maturity Model (DMM) positioning, product adoption data, workflow maturity, and module utilization in order to shape account strategy and identify value gaps - Translate platform usage, operational performance, and maturity progress into a compelling value narrative that helps customers understand where they are realizing value and where additional opportunity exists - Maintain visibility into portfolio health through active management of account health indicators, maturity assessments, customer risks, renewal status, and expansion potential - Forecast renewal readiness across the portfolio, ensuring each renewal is anticipated, supported by documented evidence of realized value, and aligned with Sales-led execution - Identify and surface expansion opportunities in partnership with Sales by understanding customer needs, value realization progress, operational gaps, and growth potential across accounts - Represent the voice of the customer internally by escalating risks, highlighting friction points, advocating for improvements, and informing internal priorities that improve customer outcomes - Partner with Virtual Value Managers (VVMs) to ensure account documentation, operational support activity, weekly account digests, and proactive dealer touchpoints help reinforce broader customer strategy - Ensure Customer Value Plan documentation, account records, and customer interaction history remain current, accurate, and useful for internal alignment and execution - Monitor customer progress against agreed goals and maturity milestones, helping dealers move forward in a structured way across the Tekion Dealer Maturity Model - Coordinate cross-functionally with Sales, Product, Support, Enablement, Implementations, and other internal teams as needed to remove blockers, align account strategy, and improve customer outcomes - Operate effectively in a high-growth environment where portfolio size, segment design, account structures, and team configurations may evolve over time - Travel to dealership sites and customer engagement events as needed to strengthen relationships, support value conversations, and improve understanding of dealer operations - Support broader Customer Value Services goals by improving retention readiness, expansion visibility, customer trust, and measurable value realization across the portfolio ## **Basic Qualifications:** - Bachelor’s degree in Business, Operations, Automotive Management, Communications, or related field preferred; equivalent relevant experience accepted in lieu of degree - 3–5 years of experience in customer value, account management, client-facing consulting, or a related customer-facing role in a SaaS environment - Demonstrated ability to manage executive relationships and lead value-focused conversations with dealer principals, general managers, or comparable senior customer stakeholders - Strong analytical instincts, including the ability to review performance data, adoption trends, and operational signals and translate them into a compelling customer value narrative - Experience developing account plans, success plans, value plans, or comparable structured customer engagement strategies preferred - Experience forecasting account health, renewal risk, or expansion opportunity across a portfolio preferred - Experience collaborating cross-functionally with Sales, Product, Support, Enablement, or similar internal teams to improve customer outcomes - Familiarity with CRM platforms such as Salesforce preferred - Familiarity with business intelligence and reporting tools such as Tableau, Looker, or Power BI preferred - Automotive industry experience or familiarity with dealership operations strongly preferred - Ability and willingness to travel up to 50% for dealership visits, onsite engagement, and customer events - Strong written and verbal communication skills, including the ability to lead executive conversations and prepare clear internal account context - Ability to operate effectively in a fast-paced, high-growth environment with shifting priorities, portfolio needs, and organizational structures ## Perks & Benefits - Competitive compensation and generous stock options - 100% employer-paid top-of-the-line medical, dental and vision coverage - Great benefits including unlimited PTO, parental leave and free snacks and beverages - The opportunity to work with some of the brightest minds from Silicon Valley’s most dominant and successful companies - Be part of an early stage, hyper-growth start-up with the opportunity to grow and prosper - Work on the latest and coolest technologies – everything is home-grown and built ground-up - A dynamic work environment with a strong sense of community and collaboration - The open and transparent culture that encourages innovation, rewards performance and discourages hierarchy - Exciting opportunities for career growth and development **Current Tekion Employees: Please apply via the Internal Job Board in Ashby** *Note: Tekion recently transitioned to a new recruiting tool and we appreciate your patience and feedback as we adjust to our new system!* Tekion is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, victim of violence or having a family member who is a victim of violence, the intersectionality of two or more protected categories, or other applicable legally protected characteristics. For more information on our privacy practices, please refer to our Applicant Privacy Notice [here](https://tekion.com/legal/privacy/applicant-and-candidate-privacy-notice).