Job description

About carsales

carsales has been improving the vehicle buying and selling experience since 1997, continuously adapting to the evolving economy to guide how people move today and in the future. Our mission is to become a global leader in online vehicle marketplaces by pioneering innovative ideas and boldly advancing the industry worldwide.

Role overview

This Customer Success Manager position is part of the Sales team, which collaborates closely with dealerships and automotive-related companies. By providing customized advertising and digital solutions, this team helps clients enhance their businesses. The team thrives on strong client relationships and teamwork, advising dealer management on how to best leverage our products and services.

Working environment

Our Sales teams serve various clients including dealerships, agencies, automotive manufacturers, corporates, and finance and insurance companies. We emphasize flexibility with a hybrid model that blends remote work with in-person collaboration, complemented by comprehensive wellbeing and leave policies.

Key offerings

Recognition as one of Australia's Best Workplaces™ by Great Place to Work®, a Family Friendly Workplace, and WORK180 endorsement
A dynamic, collaborative team environment staffed by talented professionals
Generous parental leave policies including 24 weeks paid leave for primary caregivers and other caregiving supports
Regular hackathons, ongoing learning opportunities, and initiatives focusing on mental, emotional, and physical health

Responsibilities

The Customer Success Manager for Auto will handle a portfolio of up to 300 automotive dealer clients, supporting them virtually to maximize the value they gain from their SaaS subscriptions. Responsibilities include:

Building and nurturing trust-based relationships with dealer customers through a digital-first approach
Delivering proactive support, strategic consultation, and tailored solutions to help clients meet their business objectives
Utilizing customer insights and performance data to identify ways to increase product adoption, engagement, and retention
Educating customers about new platform features and promoting best practice usage to enhance subscription value
Spotting opportunities to expand customer value via subscription optimization and upselling additional products
Working collaboratively with Advertising Specialists, Account Executives, and Onboarding teams to ensure a seamless customer journey across all lifecycle stages
Maintaining an organized, proactive approach to managing the dealer portfolio and delivering excellent customer results

Qualifications & experience

Proven experience in Customer Success, Account Management, Client Services, or similar roles, preferably within SaaS, technology, digital, or subscription-based sectors
Demonstrated ability to manage large customer portfolios efficiently and proactively
Strong skills in relationship building, stakeholder influence, and delivering excellent customer engagement primarily through digital channels
Competence in leveraging data, insights, and reporting to uncover opportunities, manage risks, and support decision-making
Excellent communication skills, capable of confidently presenting insights and recommendations to clients
Highly organized, adept at managing multiple priorities and client accounts simultaneously
Self-motivated with the ability to work independently in a remote setting while upholding accountability
Experience in customer onboarding, training, driving product adoption, or retention initiatives
Business acumen that includes spotting growth opportunities and collaborating across sales and other teams
Automotive industry or dealership experience considered valuable
Tertiary degree in Business, Commerce, Marketing, or related fields is a plus

Additional information

carsales is an equal opportunity employer committed to diversity and inclusion, welcoming applicants from all backgrounds and abilities
Applicants requiring accommodations during recruitment will be supported
Flexible work arrangements, including part-time options, are available to support work-life balance
carsales pledges to respond to every applicant as part of the Circle Back Initiative
Employment contingent on National Police Record clearance and full-time Australian working rights

Join carsales and contribute significantly to our ambitious growth plans.

Customer Success Manager