Customer Success Manager (Remote)

Customer Success Manager (Full time)

Reports to: Head of Customer Success

The core focus of sMedia’s Customer Success Department is building and maintaining relationships with dealership customers. You will be the voice of your customers within our organization, helping to drive product innovation and reporting to meet their needs. You will act as a subject matter expert to your customers in all things sMedia and digital marketing, consulting your customers on their goals and results. You will maintain your existing customer base and grow monthly recurring revenue through your efforts and the relationships you build. This will be achieved through genuine curiosity and engagement with customers, ultimately creating a strategic alignment of sMedia’s products and services with the customers’ goals, to drive tangible business outcomes. By delivering customer success and satisfaction across your client base, a Customer Success Manager builds relationships that create opportunities for referrals and testimonials - an integral part of sMedia’s growth.

Key Responsibilities and Accountabilities

Act as a partner and advocate for your customers as you work to understand their business needs

Identify your customers’ business challenges and learn how you can assist in alleviating them

Understand your customers' KPIs and host regular meetings to review their business goals and growth towards success.

Interpret various sources of performance analytics to help educate your customers on results and ROI

Create additional revenue opportunities by aligning sMedia products with customer challenges and objectives

Learn about new trends and technologies in the digital space and share that information with your customers and colleagues

Learn about new trends and technologies in the digital space and sharing that information with your customers and colleagues

Share your extensive digital marketing knowledge to help our customers achieve their business goals using sMedia solutions

Create agendas and host follow-up meetings; highlighting key points for performance meetings, recommendations, and updates

Key Outcomes

MRR of your customers

Expansion revenue

Customer retention

Your Background

Customer service &/or consulting experience

Experience with Google Analytics, Google Ads, Microsoft Ads and Meta Business Manager

Minimum of 5 years of Experience in Digital Marketing and/or Digital Advertising

Meta, Microsoft and Google certification would be considered a strong asset

Automotive or Dealership experience

Your Skills and Mindset

Customer-centric mindset

Curious, driven personality

Passion for marketing

Strong analytical skills with the ability to translate data into insights

Strong understanding of digital marketing

Natural ability to network, connect the dots, build relationships, and interested in enhancing relationships

Ability to work on multiple priorities and/or projects simultaneously

Strong customer relationship skills with excellent verbal and written skills

Highly organized with great attention to detail

What you’ll get from sMedia

Fully remote role!

Performance-based commission structure designed to reward top performers

Extensive health and dental benefits package available after 3 months

Paid day off on your birthday

1:1 training and mentoring from our Management team

Opportunities to earn spot bonuses

15 vacation days annually, plus an additional week of 'flex time' in December for the holiday season