Director, Customer Success - Automotive
Remote
Job Summary
Lead and develop a high-performing Customer Success organization responsible for driving value, retention, and growth across a portfolio of automotive customers. Establish rigorous account planning and customer success motions, ensuring teams articulate goals, risks, and growth opportunities. Develop effective leaders, foster a culture of accountability, and drive operational excellence through defined rhythms and data-driven decision-making. Engage directly with executive sponsors and strategic customers to strengthen relationships, accelerate outcomes, and support critical escalations. Collaborate with Sales, Product, Engineering, and Marketing teams to deliver exceptional experiences, remove obstacles, and drive resolution of systemic issues. Own the overall performance of the function, ensuring achievement of retention, expansion, adoption, and customer satisfaction goals.
Required Qualifications
- 10+ years of customer-facing experience in SaaS, enterprise software, technology platforms, or related industries
- 5+ years of leadership experience managing Customer Success Managers, managers, or other client-facing teams
- Proven experience leading large teams or multiple teams supporting SMB, Mid-Market, and complex Enterprise, and Strategic customers
- Strong automotive industry experience and domain expertise
- Proven ability to lead through ambiguity, drive cross-functional alignment, and influence without direct authority
- Experience managing B2B customer relationships including renewals, retention, expansion, and strategic growth initiatives
- Strong analytical and problem-solving skills with the ability to interpret customer data and performance metrics
- Strategic mindset with the ability to connect customer objectives, business outcomes, and organizational goals
- Excellent written, verbal, presentation, and executive communication skills
- Ability to influence and collaborate effectively across Sales, Product, Engineering, Marketing, and Operations teams
- Experience creating or improving processes that drive operational excellence and customer success outcomes
- Highly organized, self-driven, and capable of managing multiple priorities and projects in a fast-paced environment
- Proficiency with Excel/Sheets, PowerPoint/Slides, and customer performance reporting tools
- Ability to develop effective leaders, build high-performing teams, and drive employee engagement
- Bachelor's degree required or equivalent experience
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