About IXIS

Founded in 2012, IXIS is rooted in innovative processes for data-driven customer experience and strategic planning. Our mission is to integrate and synchronize disparate data systems to recalibrate and connect brands across converging media.

This is a full-time, in office position in our Burlington, VT or Reston, VA office. We offer competitive compensation packages including health, dental, vision, short- and long-term disability, 401(k) with company match, flexible schedules, wellness plans, and exceptional growth opportunities.

We are expanding our team and seeking a dynamic Customer Success Manager to support the implementation and adoption of IXIS software in the automotive space. This role is both customer-facing and strategic, with a direct impact on shaping the Customer Success function at IXIS and driving adoption of a quickly growing platform.

You will partner with our automotive dealer and OEM customers to ensure they gain maximum value from the ATLAS platform, while also serving as the bridge between customers, product, engineering, and marketing teams. You’ll be a product expert in our data visualization and socialization platform to support automotive customers--from OEM, to field teams, to dealers--with the on-demand intelligence they need to drive their business. Your success will be measured by driving adoption, gathering customer feedback, resolving issues, and building the processes that will allow Customer Success at IXIS to scale.

If you thrive in a fast-paced environment, enjoy solving problems, and care deeply about both client and team success, we’d love to meet you.

Key Responsibilities

Client Training & Adoption

• Onboard, train, and educate clients on IXIS’ ATLAS dashboards.
• Develop and execute outreach and communication strategies (in partnership with Product Marketing) to encourage adoption of new features and functionality.
• Serve as a platform expert, ensuring adoption across multiple levels of client stakeholders.

Customer Relationship Management

• Serve as the day-to-day point of contact for customer inquiries and issue resolution.
• Build trusted relationships with stakeholders across automotive dealers and OEM partners.
• Regularly meet with customers to gather feedback, understand needs, and align platform use with business goals.

Cross-Functional Collaboration

• Work closely with Product and Engineering to ensure ATLAS evolves in line with client needs.
• Manage customer messages, surfacing feedback and requests to the right internal teams.
• Support Product Marketing in developing customer email campaigns and communication strategies.

Documentation & SOPs

• Develop onboarding and ongoing training documentation and standard operating procedures (SOPs).
• Prepare presentations, reports, and other communications to highlight platform value and best practices.
• Help define and document customer request intake processes.
  Maintain a backlog of customer feedback, VoC insights, and product requests gathered from customer meetings and demos.
  
  

Voice of the Customer & Strategy

• Consolidate and analyze customer feedback to identify trends and opportunities.
• Translate insights into actionable recommendations for Product and Engineering teams.

Partner with leadership to define and scale Customer Success processes and best practices.

Expectations for Success

• Master the ATLAS platform and become a trusted advisor within 90 days.
• Balance customer-facing responsibilities with building internal processes for a new department.
• Anticipate customer needs and provide proactive solutions.
• Demonstrate strong prioritization and organization in a fast-moving, multi-project environment.
• Help shape the Customer Success function into a scalable, repeatable program.

Minimum Requirements

• 4+ years of professional experience in customer success, client service, project coordination, or administrative support.
• 2+ years of experience with analytics tools (Google Analytics, Adobe Analytics, or similar).
• 2+ years experience in automotive tech, marketing or adjacent roles
• Bachelor’s degree or equivalent work experience preferred.
• Exceptional communication and interpersonal skills — poised, professional, and articulate.
• Experienced drafting SOPs, user and internal facing documentation and process
• Proven ability to multitask and drive projects forward under shifting priorities.
• Independent, with sound judgment for time-sensitive decision-making.
• High integrity and discretion with sensitive client and company information
• Experience with project management tools (e.g., JIRA) and Agile/Scrum workflows.