Customer Success Manager

Guidepoint Systems is a leader in connected vehicle and telematics solutions that help automotive dealerships improve operations, protect inventory, and deliver exceptional customer experiences. The Customer Success Manager is responsible for ensuring dealership partners achieve maximum value from Guidepoint's solutions while maintaining high levels of satisfaction and retention through relationship management, training, and strategic account development.

Responsibilities:

• Lead onboarding and training for new customers, ensuring a seamless rollout and strong product adoption
• Conduct monthly customer check-ins (virtual or in-person) to review account performance, drive service contract penetration, share best practices, and recommend ways to increase ROI
• Serve as the primary point of contact for assigned accounts, building trusted relationships with dealership leadership, service, and sales teams
• Drive customer retention by maintaining high satisfaction, resolving issues quickly, and ensuring consistent engagement with Guidepoint’s platform
• Provide insights and recommendations that help customers optimize lot management, improve service operations, and enhance customer experiences
• Partner with Sales to identify upsell and expansion opportunities that align with customer needs and drive account growth
• Collaborate cross functionally with Product, Operations, and Support teams to advocate for customer feedback and continuous improvement
• Monitor account health and usage data to identify risk indicators and proactively address potential churn
• Maintain accurate activity tracking and customer records within CRM systems

Requirements:

• 3+ years of Customer Success, Account Management, or Training experience with enterprise accounts in a B2B environment
• Experience working with automotive dealerships groups, telematics, SaaS, or connected vehicle solutions strongly preferred
• Demonstrated success in customer retention and growth through consultative account management
• Excellent communication, presentation, and relationship-building skills at all levels of an organization
• Strong problem-solving, analytical, and organizational abilities
• Comfortable balancing multiple priorities and accounts in a fast-paced environment
• Proficiency in CRM tools such as Salesforce or HubSpot
• Willingness to travel up to 75% for customer visits and onsite training