Customer Success Manager

Description

About Protomiq

At Protomiq, we believe that the auto dealerships that win are the ones that create better experiences for their customers. That's why we build technology that helps dealers connect with shoppers, turn interest into action, and drive measurable business results.

More than 6,000 dealerships across North America rely on Protomiq's solutions to engage customers, improve performance, and stay competitive in a rapidly evolving market.

From independent dealerships to some of the largest dealer groups and automotive brands in the industry, Protomiq is trusted by dealerships focused on what comes next.

If you're excited by innovation, customer impact, and the opportunity to help shape the future of automotive retail, you'll fit right in.

Working at Protomiq

At Protomiq, your work matters. We're a team of builders, problem-solvers, and innovators who are passionate about helping our customers succeed. Here, you'll be empowered to move quickly, embrace new ideas, and make a visible impact on the business.

We offer competitive compensation, comprehensive benefits, professional development opportunities, and a culture built on collaboration, accountability, and growth.

The Role 

As a Customer Success Manager, you are the voice of the dealer inside Protomiq and the trusted partner they turn to long after go-live. Your core mission is retention, and you earn it by understanding what each customer is trying to achieve, building a strategy to get there, and proving the value of Protomiq along the way. 

You'll regularly engage at both the group and dealership level, building relationships with dealer principals, GMs, marketing directors, and Variable and Fixed Ops Directors. You'll lead performance reviews and connect the metrics that matter to each dealership's business objectives. 

This is a hybrid role based out of our Atlanta office in the Dunwoody area. Our team works in the office four days a week with one flexible remote day, a rhythm that keeps collaboration strong and gives you real access to teammates, leaders, and the support to grow. During your first month, you'll be in the office five days a week as you complete a structured onboarding and training program designed to set you up for success. 

Why this role 

• Be the trusted advisor, not just a support contact 
• Own retention and expansion outcomes for your book, with clear visibility into how your work moves the numbers 
• Work with a full suite of shopper intelligence products that help dealers turn website activity into closed deals 
• Join a growing automotive SaaS team where new ideas are welcomed and your input shapes our playbooks 

What you'll do 

• Advocate for our customers: Represent the dealer's goals and needs internally, and work across Sales, Onboarding, Product, and Support to close the loop 
• Build strategy: Partner with dealer groups and dealerships to define success and create a plan to achieve it 
• Communicate the value: Lead strategy reviews, QBRs, and training that tie product results to dealer objectives and demonstrate ROI 
• Protect and grow the relationship: Monitor account health, address risks early, and identify upsell and cross-sell opportunities that fit each customer's goals 
• Strengthen our playbooks: Stay current on the automotive industry and our products, and help shape CSM best practices 
• Travel as needed: Up to 10% for internal meetings, training, events or dealership visits 

Requirements

• 1+ year of automotive software (SaaS) experience OR experience in a dealership role using automotive software (digital retail, CRM, desking, etc.), with a solid understanding of automotive retail 
• Proven success managing diverse accounts as a Customer Success Manager or in a similar role 
• Experience with CRMs 
• Strong communication, problem-solving, and strategic thinking skills 
• Comfort with data-driven decision-making and optimizing metrics 
• Ability to manage multiple priorities in a fast-paced environment 
• Quick thinking and flexibility, with the drive, grit, and goal-minded motivation to keep learning and keep winning in a growing organization 
• A positive, customer-centric mindset and the ability to work both independently and across teams 

Nice to have 

• Exposure to AI products and automation strategies, and a curiosity and willingness to explore how AI can improve the way we work and serve customers 
• Salesforce experience 
• Basic understanding of Google Analytics (GA4) 
• Basic understanding of digital marketing strategies