Customer Success Manager

The Menu Customer Success Manager (CSM) is responsible for supporting all new and existing customers, including key accounts, OEM customers, agent-supported customers, and direct customers. This role ensures all customers are successfully onboarded, trained, and positioned for long-term success while driving retention and growth across all customer types. The CSM focuses on fostering strong, lasting relationships and delivering exceptional customer satisfaction by ensuring seamless implementation of RouteOne Menu solutions, promoting utilization, and introducing new functionality. This role requires direct interaction at all levels—individual, group, regional, and corporate leadership—across the customer base. Success in this role demands a collaborative mindset, excellent communication skills, a calm and solution-oriented approach, strong analytical capabilities, and exceptional attention to detail and follow-through.

Job Responsibilities

Account Oversight & Onboarding: Act as the primary point of contact for all new accounts post-agreement, ensuring a smooth handoff from sales and successful onboarding.

Training & Enablement: Serve as the primary trainer for all customer training needs, including new store launches, agent and field representative training, and ongoing dealer training. Develop and deliver tailored training materials, sessions, and resources to ensure consistent adoption and effective use of the platform.

Retention & Relationship Management: Develop and maintain a strategic customer management plan focused on retention, account performance, and deepening relationships with customer accounts.

Call Campaigns & Utilization: Conduct regular call campaigns to promote new functionality, increase menu utilization, and address any customer concerns.

Customer Support: Act as the first level of response for key customer accounts, owning the relationship and ensuring prompt issue resolution.

Strategic Touchpoints: Coordinate, prepare, and present content for regular touchpoints tailored to each key customer’s needs, including reviews of new functionality, account performance, and product roadmaps.

Subject Matter Expertise: Maintain in-depth knowledge of all RouteOne Menu products and services to effectively demonstrate features, provide training, and troubleshoot as needed.

Feedback Collection: Gather customer feedback and act as the "voice of the customer" to support the menu sales team and drive product improvements.

Market Insight: Identify new opportunities within the market and assess competitive products and services.

Customer Advocacy: Collaborate with the Product team to create internal requests and determine solutions consistent with RouteOne offerings.

Data Management: Maintain detailed contact records for all accounts and use customer relationship management tools/software.

Contract Renewals: Coordinate internally and externally when a key customer agreement is due to expire to ensure the relationship is maintained and favorable terms are secured.

Industry Expertise: Stay updated on industry trends, sales strategies, and F&I processes to provide informed support and recommendations.

Reporting: Collect, analyze, evaluate, and prepare periodic sales metrics and account data to identify trends and increase utilization.

Travel: Available to travel up to 25% for business purposes.

Representation: Represent RouteOne at conferences and trade shows as required.

Standards: Maintain safety, security, and privacy standards across all areas of responsibility.

Knowledge

Strong understanding of automotive dealer processes and aftermarket product providers.

Proven experience managing complex relationships with strategic partners.

Knowledgeable in dealership technology (specifically software).

Familiarity with solution-based sales in competitive industries.

Experience in F&I training and income development.

Skills

Proficient in Microsoft Office products, including Word, PowerPoint, Excel, and Outlook.

Familiar with Salesforce or other CRM technology.

Experienced with menu technology and menu selling techniques.

Abilities

Customer service-oriented with a strong commitment to exceptional client interactions.

Effective collaborator with critical thinking and problem-solving skills.

Adaptable to new technologies and industry changes.

Strong negotiation skills with solid business acumen.

Clear and professional communication with leadership personnel both internally and externally.

Capable of managing priorities in a fast-paced, team-oriented, and deadline-driven environment.

Ability to develop and maintain deeper relationships with strategic customers.

Other Essential Requirements

Bachelor’s degree from an accredited university is preferred.

6+ years of experience in business development roles within the automotive industry.

Available to travel up to 25% for business purposes.

In-dealership experience is a plus.

F&I accreditation/training is a plus.