Customer Success Manager (Digital Retailing)

Job description

### **About us** You've probably heard of Autotrader, but do you know what we're all about? We're the most trusted, most visited automotive marketplace in the UK. A heritage brand and a tech innovator. We bring together vehicle buyers and sellers to give them real choices. Cars may be what we're best known for but we’re also the place for pretty much everything else on wheels, from e-bikes to caravans. In the automotive world, change is a constant, that’s why we take our job of untangling the complex car-buying journey very seriously. At our core, we’re all about people. We go our own way while embracing diversity and celebrating our differences. We dedicate ourselves to the idea that we work better together. Autotrader is a beautiful, surprising and vibrant place to work. We might not be for everyone, but we could be perfect for you. ### **About the job** We’re seeking a Customer Success Manager to join our Performance team and work closely with automotive retailers to drive engagement, performance, and commercial growth across a suite of our digital retailing products. You’ll take a broad, strategic view of retailer performance, helping partners make the most of Autotrader’s products, insights, and capabilities to drive stronger commercial outcomes. This includes supporting the adoption of digital retailing, identifying opportunities to improve operational efficiency, and helping retailers adapt to changing market conditions and consumer expectations. You will engage with a portfolio of automotive retailers, understanding their unique needs, and providing tailored support to strengthen performance, improve engagement, and unlock greater value from their partnership with Autotrader, in collaboration with their account owner. Your role will involve analysing performance data, identifying growth opportunities, and coaching retailers to embed solutions that drive measurable results. Collaboration is key, as you will work alongside internal teams and external partners to influence and inspire retailers, ensuring they fully leverage Autotrader’s operational products. You will also contribute to the ongoing evolution of our commercial approach, helping shape how we engage with the market.  This role blends analysis, coaching, and partnership to help retailers maximise the value of Autotrader’s products and services. The automotive industry is evolving rapidly, with products and services becoming increasingly complex to implement successfully and significant shifts occurring in how manufacturers and retailers operate. This dynamic environment presents exciting challenges and opportunities, making the Customer Success Manager role at Autotrader crucial to driving success in this changing landscape. You’ll balance proactive outreach, problem-solving, and strategic thinking, adapting to the diverse challenges faced by different retailers. Your ability to build strong relationships, communicate effectively, and work autonomously will be essential. A commercially minded approach is important, focusing on meeting targets and KPIs while maintaining a consultative and collaborative style. Experience using data to tell a story and influence decisions will help you provide valuable insights and drive change. If you’re motivated by working in a fast-paced, evolving environment and enjoy combining analysis with hands-on coaching, influencing and partnership, we’d love to hear from you. You might believe that a passion for cars is a requirement, but guess what? It’s not! At Autotrader, you’re welcome just as you are. ### **What we're looking for** - Experience working with B2B customers to embed products, improve engagement and performance. - Experience working with technology integrations and API’s, helping to streamline processes, improve data flow, and enhance operational efficiency. - You will be confident in working with and building relationships, as well as challenging, both internal and external stakeholders. - You’ll have experience identifying and driving operational efficiencies, streamlining processes and ways of working to improve performance, scalability and customer outcomes. - Experience in using data to tell a story, and you’ll be confident using Excel or other insight tools such as Looker. - You will be commercially minded and will have experience achieving or exceeding targets and KPI’s - You will be proactive and collaborative, enabling you to identify opportunities, manage risks, and drive change forward. - An eagerness to learn about the automotive ecosystem, digital retailing trends, and new tools that support your role and the wider business During our application process, you will be asked two questions to help us learn more about you and how you align with our values. These will be used as part of our selection criteria, to determine if we progress your application further. ### **Benefits** We’re offering a salary of £32,000-£45,000, plus an additional 10% of your salary awarded in shares each year. These awarded shares will become yours in yearly instalments over the next three years, and you can choose to either sell them or keep them as shares. You'll have 28 days' holiday per year, and that's in addition to bank holidays and half-day closures on Christmas and New Year's Eve. That’s not all. You'll be enrolled in our pension scheme, where our standard contributions are 7% and employee contributions are 5%. We also have comprehensive private medical cover, enhanced family leave provisions, a car salary sacrifice scheme, share-save options, and much more. We always want to give you the support you need and help prioritise your wellbeing, that’s why we provide access to 24/7 online GP and dentist, as well as specialist support for assisted fertility, gender dysphoria, menopause, period care plans and lots more. On top of all that, our hybrid model, Connected Working, combines the best of both worlds – office and home working. You'll spend at least 3 days a week in the office with your team, focused on collaboration and connection. Additionally, we have our remote-first periods at set times during summer and winter. During these periods, you can work remotely anywhere in the UK and from certain locations abroad.