Senior Customer Success Manager

The Senior Customer Success Manager will be responsible for client satisfaction and success by understanding dealership business needs and assisting in driving the value of CDK solutions. This includes maximizing product adoption and utilization, helping customers achieve value, minimizing churn, and identifying new revenue opportunities in partnership with sales. The role involves fielding client questions, directing them to support, assisting with strategy around CDK solutions, maintaining and building relationships with dealership management, and demonstrating expertise as a trusted advisor. Responsibilities also include assessing risk factors, developing mitigation strategies, creating client-specific reports and presentations, identifying trends and gaps, creating solutions, and addressing training needs. The Senior CSM will act as a key business partner to Sales, identifying opportunities for business growth, implementing strategies for retaining at-risk clients, and mentoring junior staff on best practices and risk mitigation. Utilization of Totango for documenting client engagements is also required.