Client Success Manager

📋 Description

• • Own the entire customer lifecycle—from the moment a dealership signs on the dotted line through onboarding, adoption, expansion, renewal, and advocacy. You are the single point of accountability for the dealer’s success with Mia, ensuring every store sees measurable ROI and becomes a vocal champion.
• • Lead technical onboarding for new accounts: configure call-routing trees, map DMS/CRM fields, set up telephony integrations (SIP, Twilio, etc.), and QA every workflow so the first live call is flawless. You’ll juggle 5–10 parallel onboardings, each with unique data models and compliance quirks, while keeping every stakeholder calm and confident.
• • Become the go-to expert on Mia’s conversational AI engine. You’ll translate how LLMs interpret caller intent, why confidence thresholds matter, and how to tune prompts for different departments (sales vs. service vs. parts). Dealers will rely on you to explain “the black box” in plain English.
• • Monitor customer health daily through Looker dashboards, SQL queries, and custom telemetry. You’ll spot anomalies—drop-offs in appointment conversion, spikes in call abandonment, or CRM sync errors—before the dealer notices, then craft data-backed action plans that lift KPIs by double digits.
• • Troubleshoot complex technical issues in real time: trace SIP logs, replay call recordings, and partner with engineering to patch edge cases. You’ll own the incident bridge, communicate timelines to executives, and follow up with RCA reports that turn crises into trust-building moments.
• • Design and deliver quarterly business reviews (QBRs) that showcase ROI: revenue saved from missed calls, CSI improvements, and labor hours reclaimed. You’ll translate raw metrics into dealer-specific narratives that secure renewals and expansion budgets.
• • Drive feature adoption by running pilot programs with early-adopter stores. You’ll craft test plans, gather qualitative feedback, and feed insights to product teams—directly shaping the roadmap for outbound SMS campaigns, Spanish-language models, and service-scheduling automation.
• • Build scalable enablement assets: video tutorials, Notion playbooks, and interactive workshops that empower dealer staff to self-serve. Your content will reduce support tickets and create a viral loop where champions train their peers.
• • Identify upsell opportunities—additional rooftops, premium analytics, or new communication channels—and partner with sales to craft proposals that feel like natural next steps rather than sales pitches.
• • Champion the voice of the dealer inside Mia. You’ll synthesize pain points into concise product briefs, vote on sprint priorities, and sit in weekly stand-ups to ensure customer context never gets lost in technical debates.
• • Travel to key accounts (10–15 %) for onsite training, ride-alongs with BDC teams, and executive workshops. You’ll leave every store with a 90-day success plan and a signed expansion order.
• • Contribute to a culture of operational excellence. You’ll refine onboarding checklists, automate health-score calculations, and mentor junior CSMs—turning tribal knowledge into repeatable processes that scale as Mia doubles its customer base.