Location: Hybrid working, Office base either Nantwich or Milton Keynes
Job Type: Full time, Permanent
Working Hours: Standard business weekday hours
Salary: up to 40k, plus leadership bonus
At ROI, we support 70% of the UK’s automotive brands in achieving their strategic sales goals and delivering exceptional customer service. By merging innovative marketing strategies with cutting edge tech solutions, we connect consumers and manufacturers, driving industry transformation. Our expertise shines through our work with global brands like BMW, JLR, Volvo, Kia, and Volkswagen.
As part of our continued growth, we are looking for a Customer Success Account Manager to join our team. This is an exciting opportunity to work with market leading digital platforms, helping clients maximise value, strengthen user engagement and achieve their business objectives through outstanding customer success and technical account management.
The RoleAs Customer Success Account Manager, you will act as the technical point of contact for a portfolio of automotive customers and leasing companies, building trusted relationships and taking ownership of their journey from onboarding through to long-term success.
You will support a range of CRM and bespoke digital solutions designed to solve industry challenges across automotive fleet, helping automotive brands and system users maximise the value of our products, services and support.
By combining relationship management, technical account ownership and data-led insight, you will provide clear guidance across your account portfolio, ensuring requests, queries and changes are understood, prioritised and progressed effectively.
Build strong relationships with automotive brand clients and leasing companies, providing guidance and support that helps them maximise the value of ROI’s digital platforms and services.
Own the customer lifecycle from onboarding and adoption through to retention, renewals and growth.
Act as the primary technical point of contact, ensuring queries, issues and client-led changes are clearly understood and progressed through to resolution.
Deliver onboarding sessions, customer reviews, workshops and webinars that help customers and system user groups understand, adopt and get value from the platforms.
Analyse platform usage and engagement data to identify trends, risks and opportunities to improve adoption, satisfaction and retention.
Support platform enhancements, release activity, user acceptance testing and client-led change requests.
Work closely with internal project teams to provide customer context, support delivery activity and ensure client requirements are clearly understood.
Produce clear reporting, insight and recommendations that demonstrate value and support customer decision-making.
Use customer insight and account knowledge to support satisfaction, platform adoption, retention and future commercial growth across your portfolio.
We are looking for a customer-focused, relationship-driven professional who enjoys solving problems, building long-term partnerships and helping customers and system users get real value from digital platforms.
You should be curious about technology, comfortable with technical conversations and confident engaging with stakeholders at all levels. You will need to communicate clearly, ask the right questions and turn customer needs, data and technical detail into clear actions.
Strong attention to detail, proactive ownership and a collaborative approach will be key to succeeding in this role.
Experience in customer success, account management or technical account management within a Software as a Service (SaaS) or digital platform environment.
Strong technical understanding of customer platforms, with Salesforce experience highly desirable.
Excellent relationship-building and communication skills, with confidence engaging stakeholders at all levels.
Experience managing multiple customer accounts and balancing competing priorities.
Strong analytical skills, with the ability to interpret data and turn insight into meaningful recommendations.
Experience working collaboratively across cross-functional teams to support customer outcomes and progress technical queries or change requests.
A proactive approach to problem solving, with the ability to take ownership of issues through to resolution.
Strong attention to detail, with a commitment to accurate records, clear follow-up and high-quality customer support.
Experience within automotive fleet, leasing or digital platforms would be advantageous.
We understand how important it is to look after our employees so in return for the hard work, we offer amazing benefits including:
A £500 annual health and wellbeing allowance to use against products and services to improve your mental or physical wellness such as gym membership, sportswear, wellness apps and additional healthcare cover for dependents.
Access to education bursaries to learn new skills.
A day off and a voucher to get yourself something nice on your birthday.
Company pension.
Healthcare plans including private medical insurance and dental cover.
22 days annual leave rising to 30 with length of service.
Subsidised car purchase schemes available.
If you are interested in joining us as a Customer Success Account Manager, apply today.
We encourage applications from all backgrounds and are committed to providing an inclusive, supportive workplace.
Skills Required
- Experience in customer success, account management or technical account management within a SaaS or digital platform environment.
- Strong technical understanding of customer platforms and ability to hold technical conversations.
- Salesforce experience.
- Excellent relationship-building and communication skills with stakeholders at all levels.
- Experience managing multiple customer accounts and balancing competing priorities.
- Strong analytical skills and ability to interpret data into actionable recommendations.
- Experience delivering onboarding sessions, customer reviews, workshops and webinars.
- Experience working collaboratively across cross-functional teams to progress technical queries and change requests.
- Proactive problem-solving with ownership through to resolution.
- Strong attention to detail, accurate record keeping and clear follow-up.
- Experience within automotive fleet, leasing or digital platforms.
What We Do
Return on Investment Ltd, also known as ROI Automotive, provides pioneering sales, customer service, tech, and marketing solutions to the automotive industry. Operating across the UK and Europe, the company delivers outsourced solutions in marketing, technology, people operations, and insight to automotive clients, including OEMs, leasing companies, and retailers, to increase operational efficiency, sales, and customer satisfaction.
