Customer Success Manager, North America

Context
We are looking for a highly motivated and customer-focused Customer Success Manager to support and grow our customer base across North America.
You will manage strategic
customer relationships after onboarding, ensure customers receive continuous support, and help them achieve measurable value from the CarCutter platform.
The initial onboarding and implementation process is managed by our Onboarding Specialist. The CSM will take ownership of the ongoing customer relationship once the customer is live.

Your Mission
Your mission will be to build long-term customer partnerships, drive adoption, provide proactive support, and contribute to retention and growth.
You will be a reliable and present point of contact for customers, helping them navigate operational challenges, understand their technical environment, resolve issues efficiently, and make the most of CarCutter's solutions.

Core Responsibilities
Customer support and relationship management

• Manage a portfolio of strategic accounts across North America.
• Serve as the primary post-onboarding point of contact for customers.
• Maintain regular communication through check-ins, account reviews, and Quarterly Business Reviews.
• Provide proactive and responsive support, ensuring customers feel heard and well supported.
• Understand customer needs, challenges, and business objectives.
• Coordinate customer issues with Support, Product, Engineering, Sales, and Operations.
• Follow up on open issues and keep customers informed throughout the resolution process.
• Identify at-risk accounts and develop action plans to protect customer satisfaction and retention.
  Understanding the customer's technical environment
• Develop a clear understanding of each customer's systems, workflows, integrations, and operational processes.
• Become familiar with relevant tools and dependencies, including Dealer Management Systems, inventory platforms, APIs, marketplaces, and third-party integrations.
• Gather the right information to qualify and escalate technical issues effectively.
• Translate customer needs and technical challenges into clear information for internal teams.
• Explain technical topics clearly to both technical and non-technical stakeholders.
• Help customers determine whether issues can be addressed through configuration, process changes, product guidance, or technical escalation.
  Product adoption and value realization
• Monitor customer usage and engagement, and proactively address adoption gaps.
• Help customers maximize the value of CarCutter's features, including batch editing, AI background replacement, 360° spins, custom showrooms, APIs, and integrations.
• Recommend workflows and capabilities that improve customer efficiency.
• Demonstrate the operational and business value of the platform through data and customer outcomes.
• Identify opportunities to expand usage across additional locations, teams, brands, or services.
  Retention, renewals, and expansion
• Support renewal activities by demonstrating customer value and addressing risks.
• Contribute to customer retention and save plans in partnership with Sales and internal teams.
• Identify expansion opportunities within multi-location dealership groups and automotive organizations.
• Partner with Account Executives on qualified upsell and expansion opportunities.
  Customer feedback and internal collaboration
• Collaborate with Support and Product teams to resolve bugs, technical challenges, and user friction.
• Gather customer feedback and communicate it clearly to internal stakeholders.
• Identify recurring issues and contribute to improvements in documentation, processes, and product usability.
• Share customer insights and North American market feedback with the wider organization.

Required Qualifications
Must-have

• 3+ years of experience in Customer Success, Account Management, Client Services, Technical Account Management, or a similar customer-facing role.
• Experience managing B2B SaaS customers throughout the post-sales lifecycle.
• Strong experience in customer support, issue ownership, escalation management, or service delivery.
• Experience working with enterprise, mid-market, or multi-location customers.
• Ability to understand customer workflows, systems, integrations, and technical dependencies.
• Technical aptitude and comfort discussing APIs, integrations, data flows, and SaaS platforms.
• Ability to explain technical topics clearly to both technical and non-technical audiences.
• Strong communication, presentation, organization, and follow-up skills.
• Proven ability to manage multiple customers, priorities, and issues independently.
• Experience collaborating with Support, Product, Engineering, Sales, and Operations teams.
• Professional fluency in English, written and spoken.
• Willingness to travel occasionally within North America.

Nice-to-have qualifications

• Experience working with automotive dealerships, dealer groups, automotive marketplaces, vehicle retailers, OEMs, or automotive technology providers.
• Knowledge of the North American automotive retail ecosystem.
• Familiarity with Dealer Management Systems, inventory platforms, digital retailing solutions, or automotive marketplaces.
• Experience with CRM platforms, preferably HubSpot.
• Experience with APIs, integrations, or technical implementation projects.
• Familiarity with AI-powered products, image processing, computer vision, or digital merchandising.
• Spanish or French language skills are a plus.

What success looks like
In this role, success will mean that you:

• Become a trusted and reliable partner for strategic customers.
• Provide proactive, responsive, and well-coordinated support.
• Understand each customer's technical environment and operational workflows.
• Ensure customer issues are followed through to resolution.
• Drive product adoption and customer engagement.
• Contribute to strong retention and renewal performance.
• Identify opportunities for expansion and growth.
• Provide valuable feedback that improves the product and customer experience.
• Help establish a strong customer success approach for the North American market.

At CarCutter, you will help automotive businesses modernize their digital merchandising and vehicle imaging workflows. You will work with innovative technology, engage with a diverse
range of customers, and have a direct impact on customer satisfaction, retention, and growth across North America.