Customer Success Manager

Job Description This is a remote position. Client-Facing · Performance-Driven · Systems-Minded Full-Time · Remote (U.S. Based) Who This Role is For Are you a reliable professional who thrives in a structured, process-driven environment? Do you take pride in keeping projects organized, following clear workflows, and ensuring every detail is handled with care? At Dealer Alchemist, we’re seeking a Customer Success Manager to manage client relationships, coordinate projects, and ensure every commitment is delivered on time and to the highest standard. You like knowing exactly what success looks like and delivering on it without being chased. You’re organized, assertive, responsive, and proud of the fact that nothing slips through the cracks on your watch. You take initiative, document everything, and hold yourself to a high standard of accuracy and professionalism. If people trust you to get things done the right way, the first time — this role was written for you. About the Role As a Customer Success Manager (CSM), you’ll manage a portfolio of dealership clients using our suite of technology products (Website, Search, Social, OTT, SEO, and more). You won’t be building campaigns or websites — instead, you’ll lead client conversations, guide clients through analytics, track results, and ensure client satisfaction. You’ll be the go-to person internally and externally for making sure clients are heard, supported, and achieving their goals. Requirements What You’ll Do Serve as the lead point of contact for assigned dealer accounts from onboarding through ongoing management. Guide new clients through onboarding to ensure early adoption and long-term satisfaction. Run proactive bi-weekly Zoom check-ins with each dealer (camera on). Monitor and interpret KPIs: pacing, cost-per-lead, lead volume, cost-per-sale, and campaign trends. Flag and escalate performance issues; track all follow-ups through to resolution. Maintain detailed CRM records in Zoho with same-day updates. Respond to dealer questions and internal requests within 1 business hour, or by end of day. Collaborate with top-notch internal teams to deliver best-in-class results. Identify upsell opportunities, initiate referral asks, and contribute to client growth. Track client satisfaction through tone, feedback, and performance trends. Contribute to process improvements and sharpen your knowledge and systems mastery. What Success Looks Like 100% of dealer accounts touched every 2 weeks via Zoom or call. CRM updates entered the same day for every client call and key touchpoint. Escalations logged and resolved with proactive communication. Monthly performance reviews delivered on time and tracked in CRM. Referral and upsell asks made consistently after positive feedback or strong performance. New client onboarding completed smoothly, hitting early adoption benchmarks within 30 days. Flag issues internally before they become client problems. Retention, satisfaction, and upsell velocity improve across your portfolio. What You Bring 2+ years in customer success, account management, or automotive advertising. Must have automotive marketing experience Familiarity with Google Analytics, Google Ads, Meta Ads, and CRM systems. Strong written and verbal communication skills, confident leading client calls with camera on. High follow-through, self-accountability, and strong time management skills. Ability to receive feedback, navigate shifting priorities, and hold others accountable to shared goals. Professional appearance and presence during virtual and in-person meetings. Benefits Compensation & Benefits Salary: $75,000 base + performance-based bonuses. Fully remote role with consistent schedule. Health, dental, and vision coverage + 401(k) with company match. Structured onboarding and ongoing support. Team culture focused on reliability, collaboration, and long-term growth. About Dealer Alchemist Dealer Alchemist is a disruptive, dealer-centric digital advertising agency specializing in the automotive industry. Our proprietary technology, CORe, delivers increased conversion, better ad spend efficiency, and full transparency. We’re proud to have the highest customer retention rate in our industry, and a team that loves working here.