Customer Success Manager - Motor Industry, Auckland
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Customer Success Manager - Motor Industry

  • Posted Today
  • Hybrid
  • Full Time

Auckland

Job Description

Job reference - 1699719


  • Hybrid role based in any major Australian city
  • Drive user adoption and customer retention across a portfolio of dealer accounts
  • Help demonstrate a clear return on investment and translate needs into solutions


About Auto-IT


For over 40 years, Auto-IT has built Dealer Management Systems (DMS) for the automotive industry. We are one of the largest DMS providers in Australasia and work closely with all major OEMs and allied industry partners.


Our systems are used by dealerships throughout Australia and New Zealand, as well as in the USA, Canada, Southeast Asia, Africa, Fiji, and Mexico. We have offices in Melbourne, Sydney, Wellington, Kuala Lumpur, Bangkok, and Bangalore, and channel partners in South Africa and Mexico.


Auto-IT is part of Perseus Group, an operating group of Constellation Software. That gives you the stability of a global software business combined with the focus of a specialist team that knows the automotive retail sector inside out.


The role and its duties


Reporting to the Director of Operations, you will drive user adoption and customer retention across a portfolio of dealer accounts. Your job is to make sure our customers achieve measurable results from our product, and to recognise early when they are not.


You will work closely with our CRM and Sales teams, act as the first escalation point for customers, and keep management informed of at-risk accounts. When an account needs attention, you will build the back-to-health plan and see it through. You will also be the person who knows when a customer is ready for higher modules, more training, or an upgraded package.


Key responsibilities


  • Manage a portfolio of accounts alongside the CRM team, focusing on adoption, operational enablement, and risk identification
  • Maintain a composite customer health score and use it to identify churn risks and expansion opportunities
  • Lead customer projects, consulting and training engagements, both planned and ad hoc
  • Help customers translate their business needs into our solutions and demonstrate a clear return on investment
  • Bring together Professional Services, Support, Sales and Product & Development to resolve customer pain points
  • Create enablement content such as instructional videos, workflows and training articles, and contribute to customer success stories
  • Keep Salesforce and SDP records accurate and up to date


A content of national and potential international travel is relevant to this role. The travel involves week-long trips, approximately 4-6 a year, across Australia, New Zealand, and Southeast Asia, visiting customer sites and Perseus offices.


About you


  • A motor industry dealership background and/or B2B, and/or SaaS experience is essential
  • A background in customer success, account management or customer experience, ideally having managed a book of key accounts
  • An understanding of customer success metrics, including gross and net retention, NPS, product adoption and health scoring
  • Comfortable working with data and quick to spot patterns
  • Confident on the phone and in person, with the ability to handle difficult conversations and negotiate well
  • Able to work autonomously and learn quickly
  • A business degree is desirable, although significant industry experience is equally valued. Experience with Auto-IT products will be well regarded
  • Experience with implementation, onboarding or Level One support is advantageous


Above all, you will be customer-focused, persistent, and someone who enjoys building long-term relationships.


The opportunity


This is a chance to join an established, well-respected business with a strong regional footprint and the backing of a global software group.


You will have real ownership of your accounts, direct influence on customer outcomes, and the opportunity to work across three markets.


An attractive remuneration of six figures is designed to attract applicants of calibre is provided for.


How to apply


Applicants must already hold the legal right to work in Australia at the time of application.


Click the apply now section and upload your resume.


The closing date for applications is Sunday the 8th of November with applications acknowledged both at the time of application and then again on the closing date.


Auto-IT have access to all applications though enquiries and follow ups should be directed to Automotive Employment NZ.


You can also contact Keith Naude 021 271 3202 / keith@automotiveemployment.co.nz or Russell Phillips 027 479 0000 / russell@automotiveemployment.co.nz directly for a confidential discussion.

Desired Hard Skills

  • CRM
  • Training
  • Salesforce
  • Account Management
  • Customer Success Metrics

Desired Soft Skills

  • Negotiation
  • Autonomy
  • Customer Focus
  • Persistence
  • Relationship Building

Job Schedule

  • Monday to Friday

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