- R&D
Manager of Customer Success
About The Position
Fullpath is a growing tech company in the automotive space with hubs across the US and Israel. Our mission is to constantly disrupt the industry by creating new, groundbreaking technologies to help dealers build stronger, more resilient businesses. Our work happens in the fast lane as we work to bring AI-powered, data-driven solutions to a quickly evolving industry.
Our team at Fullpath is made up of curious and creative individuals who are always looking to achieve the impossible. We are bold, collaborative, and goal driven, and, at our core, we believe every voice has value and can impact our bottom line.
If you are a creative, solutions-oriented individual who is ready to put your career in drive, Fullpath is the place for you!
The Customer Success Manager is essential to ensuring that our customers have a great experience while also helping us meet our business goals at Fullpath. In this role, you will lead a team of talented individuals, setting and tracking performance goals, providing on-the-spot coaching, managing escalations, and participating in hiring and onboarding new team members. You will also drive the continuous improvement of current processes and support the development of new operational workflows that enhance both team success and customer satisfaction.
We’re looking for a creative problem-solver who knows how to hire, coach, retain, and grow a team, each managing their own book of business while skillfully handling tricky client situations. Success in this role requires strong communication, adaptability, and the ability to quickly operationalize new initiatives. The ideal candidate will have excellent time management, multitasking abilities, and the skill to manage multiple lines of communication both internally and externally.
This job is US-based with preference given to candidates who reside in Burlington, VT, Teaneck, NJ, Detroit, MI, or Salt Lake City, UT. This role reports to the Senior Director of Retail Customer Success.
What you will be responsible for
- Oversee a team of Customer Success Managers (CSMs).
- Lead and mentor CSMs, each managing their own book of business, providing guidance, training, and support to help them grow professionally.
- Manage performance metrics tied to Customer Success, ensuring all Fullpath initiatives are successfully executed and holding the team accountable for their goals.
- Design and lead internal team meetings.
- Set the standard in both internal and external client meetings and communications.
- Communicate updates, changes, and shifting priorities with a solid understanding of change management.
- Provide structured feedback to your direct reports, addressing challenges, opportunities, and overall performance.
- Align team goals to create clarity and consistency in achieving operational objectives.
- Ensure quality and consistency in the service provided to each CSM's assigned accounts.
- Act as a key collaborator with clients and internal teams.
- Partner with HR and business leaders in interviewing, hiring, and training new team members.
Requirements
- 5+ years of Customer Success experience in a B2B SaaS company
- 3+ years experience with digital marketing and advertising platforms (Google, Facebook, Google Ads, Bing, and Google Analytics)
- 1+ years of experience managing people or acting in a team lead position
- Automotive background, preferred
- Experience working with CRM systems
- High level of competency working with data to drive business focus and decision making - must
- Ability to build and implement follow-up processes
- Independent problem-solving skills and adaptivity to change
- Excellent verbal and written communication skills
- Strong, positive, solutions-oriented work ethic
- Must be legally authorized to work in the United States without the need for employer sponsorship now or in the future.
- Must be able to sit for extended periods and perform extensive computer work, both of which are key aspects of this role.
Why you should join us
- Competitive compensation and benefits
- Family-friendly environment and flexible working hours
- An awesome global team of forward-thinking, innovative go-getters
- Opportunity to represent top-notch AI technology that solves our customers' challenges
- Learning and growth opportunities within a fast-paced tech startup environment
- As a member of our team, you will work in an environment that encourages growth, initiative taking, and continuous mutual feedback in order to reach your full potential.
Annual base starting salary: $110k - $120k, depending on experience and other qualifications of the successful candidate. On target earnings (base + variable) up to $174k.
Benefits Options: Medical, Dental, Vision, Disability, Life/AD&D, EAP, 15 vacation days per year to start, 80 hours of sick leave, 12 paid holidays, paid parental leave, & 401k with company match.
In the meantime, you can get to know us a little better by checking out @lifeatfullpath on Instagram and Facebook.