About sMedia

sMedia’s goal is to provide our customers with high-quality products and services combined with an excellent, transparent experience. We’re looking for team members who are accountable, passionate about digital advertising and automotive, and who will speak up and actively participate in improving our Customer Experience.  

Manager of Customer Success

The Manager of Customer Success will lead the Customer Success Team at sMedia. The successful candidate will be responsible for the sMedia customer experience. Externally they work directly with our customers as one of the key supportive faces of sMedia,  and internally they work cross-functionally with other customer-facing teams to ensure positive outcomes for sMedia Dealerships. 

The Manager of Customer Success will contribute to the continuous evaluation of sMedia’s products, services, and processes to ensure that we deliver consistent results. They will champion customers and best-in-class service within our organization. 

Reporting to: Chief Executive Officer

Your Key Responsibilities and Accountabilities

• Manage, coach, mentor, and enable sMedia’s Customer Success Team.
• Strategize the team’s objectives and outcomes in line with the company objectives.
• Ensure the team is well-trained, and motivated to perform optimally.
• Continually assess the team’s output and approach to customer interactions. 
• Empower your team to resolve escalations and situations independently, and add more value to clients. 
• Build relationships with key accounts, and provide support for escalations. 
• Monitor and recommend improving systems, processes, and integrations where needed.
• Work closely with internal departments to improve the customer experience and sMedia’s products. 
• Manage, forecast and report on your team KPIs

Duties: 

Leadership: 

• Communicate proactively with your team and cross-functionally
• Coach and mentor the CS team to meet their best performance
• Enable the team with knowledge, ability, and accountability to make decisions and manage their books of business. 
• Identify training needs and knowledge gaps.
• Lead initiatives and conversations to improve the customer experience outside of your department.
• Use department and organization KPIs to evaluate results.

Operational: 

• Assess and improve internal processes. 
• Assist the team with any queries/support they require.
• Ensure the correct systems are used for daily operations.
• Ensure projects and client requests are completed in a timely manner
• Collaborate with internal teams to ensure we address client needs.
• Deal with client escalations, concerns and appraisals where necessary.
• Maintain clean department data and records

Knowledge:

• Know sMedia products and services.
• Understand the industry and industry trends.
• Understand digital analytics, tagging and advertising
• Understand the customer and their needs

Strategic:

• Constantly evaluate team performance and initiate areas of improvement.
• Identify and implement systems to streamline work processes where necessary.
• Evaluate department performance against KPIs and create strategies and plans to overcome any shortfalls

Client Growth & Retention:

• Set growth and retention targets and assist the team in meeting them. 

Key Performance Indicators:

• Retention Rate
• MRR 
• Product Saturation 

Your Background

• Minimum of 2+ years’ experience in a management role with a preference for experience managing a remote team
• Minimum of 5 years experience as a Customer Success Manager
• Knowledge of the automotive industry
• Minimum of 2 years experience in Digital Advertising & Analytics

Your Skills and Mindset

• Self-motivated and self-starter 
• Ability to work independently without close supervision, but thrives on advice and collaboration with team members.
• Passion for technology and data
• 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 enhance relationships
• Ability to work on multiple priorities and/or projects simultaneously
• Strong customer relationship skills with excellent verbal, written, and presentation skills
• Highly organized with great attention to detail
• Curious, driven personality with an entrepreneurial mindset 
• Ability to identify problems and find solutions
• Ability to understand client objectives and evolving needs
• Ability to identify opportunities that will add value for clients
• Ability to handle escalations and high-touch clients
• Ability to coach a high-performing team
• Ability to perform quality assurance on your team

What you’ll get from sMedia

• Fully remote role; work from anywhere! 
• Extensive health and dental benefits package 
• 20 vacation days annually, plus an additional week in December for the holiday season.
• 10 paid sick days available annually
• Paid day off on your birthday
• Time built into your work schedule for your professional development
• Ability to make an impact and be part of a team that values feedback and cross-functional collaboration