Lead Customer Success strategy and execution to ensure outcome-based value realization, reduce churn, improve retention, and enable expansion. Build segment-specific playbooks, orchestrate cross-functional teams (Sales, Delivery, Support, Ops), own renewal readiness, executive customer engagement, and KPIs (GRR, NRR, CSQLs, health scores). Hire, develop, and scale the Customer Success organization and governance.

Deliver onsite and virtual product training and consulting to dealer clients across assigned domains (DMS, Fixed Ops, Retail). Complete domain certifications, customize curricula, troubleshoot product issues, document training in Salesforce, manage travel and expenses, support product development and internal training, and keep up with automotive trends to drive product adoption.

Manage a portfolio of customers to ensure adoption, value realization, retention, and expansion. Develop Customer Success Plans, run QBRs, monitor health and risks, coordinate cross-functional teams, support renewals, maintain CRM and success documentation, and contribute to playbooks and process improvements.