Customer Success Manager, Tekion

• 5 plus years of saas and/or automotive software experience is required
• Experience in Customer Success and/or Solutions Architect role
• 5 plus years within a SaaS or automotive software role is required
• Strong technology skills preferred, such as with Excel, PowerPoint, AI, etc
• Experience with CRM systems such as Salesforce
• Strong familiarity with BI tools such as Tableau, Looker, PowerBI preferred
• Demonstrated problem-solving and critical thinking skills with a results-oriented mindset
• Strong time management and organizational skills with high attention to detail
• High levels of integrity, autonomy, and self-motivation with the ability to break down barriers to success
• Strong communication (written and verbal) skills to both external and internal audiences

Desirable

• The Customer Success Manager (CSM) for Onboarding is responsible for guiding dealer partners through the critical first stage of their journey with Tekion
• This role ensures a seamless transition from implementation to operational stability, accelerates time-to-value, and drives early adoption of Tekion’s platform
• The Onboarding CSM acts as the primary point of contact for the dealer, coaching stakeholders on best practices, executing success plays, and building confidence in daily workflows
• Success in this role requires strong communication, organizational skills, and a proactive approach to risk mitigation and customer engagement
• Lead the Onboarding stage from Day 1 post-implementation through successful handoff to the long-term Customer Success Manager, ensuring all milestones and success plays are completed
• Conduct training sessions, and success play reviews to embed Tekion workflows into daily operations
• Monitor Live User Sentiment (LUS) feedback, risk indicators, and adoption metrics to identify friction points and proactively resolve issues
• Build strong relationships with dealer executives and department managers; provide regular recaps and executive summaries
• Collaborate with Professional Services, HyperCare, Analytics, CRM, and Growth teams to ensure alignment and seamless transitions
• Track usage trends and operational KPIs; deliver actionable recommendations to improve adoption
• Log all touchpoints, maintain accurate records in AM, and ensure timely reporting of progress and risks, including an exit Summary that recaps efforts throughout their time in the stage
• Conduct onsite visits of 50 % travel to strengthen relationships, validate adoption, and improve sentiment. Travel is by plane and or car and could includ overnights