Full-Time

Sr. Mgr – Customer Success

Updated on 3/14/2025

CDK Global

CDK Global

5,001-10,000 employees

Integrated software solutions for automotive retail

Compensation Overview

$131k - $146.5kAnnually

+ Bonus

Senior

H1B Sponsorship Available

Remote in USA

Remote position; candidates must be based in the USA.

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Sales
Salesforce
Requirements
  • Minimum 5 years of multi-level management experience
  • Experience in Sales including post-sales. Ability to interact and engage and influence all levels of the CDK Customer's organization.
  • Exceptionally strong customer service and conflict resolution skills. Focus on quality.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Working closely with RMs and CSMs to Direct promote stronger partnership both remote and on-site as needed.
  • Strong empathy for customers and passion for revenue and growth working alongside the client to overcome current challenges paving the way for expansion
  • Deep understanding of value drivers in recurring revenue business models
  • Experience working in a team-oriented collaborative environment. Portrays a professional persona with internal and external clients. Is seen as a thought leader within department and across CDK's greater business.
  • Analytical and process-oriented mindset
  • Excellent communication and presentation skills, taking the lead in client engagements in a multi-personnel environment.
  • Travel requirements: up to 50%
  • Ability to think strategically, innovate, and make sense of complicated situations. Strong problem solving skills. Ability to think 'big picture' across the team and greater business. Ability to think critically, and conduct comprehensive analysis, weighing the pros and cons for betterment of the team and business.
  • Understands and has some experience with Transformational Leadership and Organizational Design.
  • Ability to effectively manage multiple workflows and secure the desired objectives.
Responsibilities
  • Directly manages Regional Managers and/or Customer Success Managers. Performs evaluations, delivers feedback, prescribes solutions and monitors progress on KPIs. Understand teams and employee’s case loads to assist where needed. Works to maximize the team's efficiency, productivity, and performance. Steps in on complex cases, as escalated from the team. Manages to metrics and takes actions based on results. Provides support to all team members and ensures alignment across greater team.
  • Ensure team is adhering to all CDK processes, policies, and values. Regular and consistent demonstration of CDK’s values; specifically, 'Own It'. Regularly communicating with Regional Managers and Sr. Managers to ensure demonstration and alignment across greater team. Monitors regular performance, ensuring goal setting, and team check-ins are consistent and reciprocal. Meets with HR regularly to monitor team KPIs and metrics. Ensure Peakon communications are up to date as well as boosting Spotlight acknowledgements by Reginal Manager's.
  • Responsible for the care and wellbeing of team members without sacrificing business objectives. Responsible for managing and planning the day-to-day activities of the team as well as drive Customer Success initiatives across the regions, baseline, and national accounts. Responsible for establishment and follow-through of goals and objectives for department.
  • Regularly communicate expectations and context for decisions made across teams. Ensures team is aware of greater organizational changes and priorities. Cascades leadership and greater business priorities, prescribing next steps and execution strategies for the team. Ensures the team understands expectations and the why behind them. Supports all team leaders in communication across teams: Create plan and assist in execution. Provide additional level of leadership in supporting Regional Managers (RM's) and Sr. Regional Managers in company initiatives that require change to ensure full support and adoption internally to maximize employee productivity.
  • Utilizes performance management tool to track team improvement; conduct scheduled team meetings and individual one-on-ones with employees. Supports professional growth with ongoing and consistent feedback. Responsible for writing individual performance reviews. Strong understanding of 'pay for performance' culture. Partners with HRBP, VP and Leadership team on calibration exercise at year-end, makes knowledgeable and supported recommendations for team.
  • Leads cross-functional teams and initiatives to drive customer success. Responsible for managing the relationship between the customer, the Regional General Managers (RGM's), DOS and the Baseline sales teams to ensure customer retention and satisfaction. Conducts regular check-ins with Regional Managers (RM's) and CSMs, ensuring teams are in alignment with greater team strategy.
  • Accountable for results in the areas of customer retention, expense controls, customer satisfaction rating (NPS), account revenue growth and the team’s personal growth and development planning. Proposes improvements to the Customer Success team’s organizational structure by defining segmentation of customer portfolio, as appropriate.
  • Partners with Sales Operations, Implementation, Support, and Consulting in the development and utilization of SalesForce.com as the single source of truth for customer data, scheduling, reporting, accountability and results. Ensures consistent documentation and utilization of Totango, working with RMs and CSMs to troubleshoot any software issues for the team.
  • Responsible for collaborating with all CDK internal teams including the Performance management teams as it relates to overall success of CDK’s customers. Has deep knowledge of the pipeline & installation dates. Oversees installations and team coverage with Reginal Managers (RMs) and CSMs.
  • Defines, oversees, and optimizes the transition and customer journey post sale handoff.
  • Manages critical escalations from Regional Managers (RMs) CSMs, providing updates and leaning in to executive team as needed. Executes a follow up process that ensures all parties are aware of the most recent updates.
  • Identifies opportunities for continuous improvement, driving true value for customers by successfully directing the team.
  • Promotes the continuous improvement mindset as a key characteristic for the Customer Success team. Determines how to define, drive, and demonstrate the value (ROI) delivered from the CS team.
  • Acts as the Subject Matter Expert on best practices in change management. Promotes CSM understanding of our customers’ business and their objectives, establishing a relationship of a strategic business partner.
  • Defines the vision of a Red-Carpet customer experience, defines what those qualities are and puts them into practice via routine touch calls. Leads by example and owns the customer service experience for the team.
  • Standardizes the template for a Success Plan for customers with each solution. Defines and oversees lifecycle processes/touch points, including executive sponsor program, EBR process and Customer Success KPIs.
  • Executes strategy and demonstrates the value (ROI) delivered from the CS team. Exhibits the ability to identify core client pain points advising on best course of action for path to resolution that maximizes efficient and expeditious success while simultaneously minimizing costs and company resources.
  • Aligns with Sales on renewal and up-sell strategy and focus on managing the customer journey with a retention and growth focus. Gives feedback to Sales and Marketing on prospecting approach.
  • Ensures smart hand-off of new sales opportunities. Defines team involvement during sales cycle.
  • Responsible for key metrics for the Customer Success team including account renewal rates, gross dollar renewal rate, up-sell dollars, product adoption/utilization metrics, resource deployment, NPS, employee NPS / team member satisfaction; Owns the financial model for the CS team, including projections of costs and new hires, and forecasts of renewal and upsell rates.
  • Recruits, mentors, grooms and inspires the Customer Success Team by Building a pipeline of great candidates, establishing a rigorous interview process, setting expectations on performance and provides constructive feedback, setting up training and mentoring to grow team, creating a culture of massive customer satisfaction, communicating and motivating to drive performance. Serves as a panelist on 100% of CSM / CSS interviews to identify pipeline talent for their respective Region.
  • Achieves operational excellence across team, delivering exceptional service to clients and demonstrating proactive communication. Utilizes reports and communicates metrics on a weekly basis. Creates standard presentation materials for the customer lifecycle.
  • Clarifies ownership for each part of the CS journey. Gathers feedback from other departments, Sales, Implementation, Services, Support, Product, to improve the customer experience. Drives company-wide definition of the vision of the customer journey. Creates company-wide customer feedback loop beyond NPS surveys. Leads charge of fostering company-wide culture of Customer Success.
  • Drives alignment with Renewals & Expansion and Sales: Aligns with Sales on renewal and up-sell strategy and focus on managing the customer journey with a retention and growth focus. Gives feedback to Sales and Marketing on prospecting approach. Ensures smart hand-off of new sales opportunities. Defines CSM involvement during sales cycle.
  • Exhibits the ability to identify core client pain points advising on best course of action for path to resolution that maximizes efficient and expeditious success while simultaneously minimizing costs and company resources.
Desired Qualifications
  • Bachelor’s Degree or equivalent experience in related field with a strong focus in business management or equivalent minor
  • Minimum 7 years of experience in customer-facing organization
  • Automotive industry experience is preferred. Knowledge of all automotive areas (Front-End, parts and service, Accounting and modern retail), Dealership workflows, and technology industries is preferred.
  • Knowledge of CDK’s business strategy, operational workings of CDK, product offerings and automotive industry. Understanding of CDK org structure, solutions, implementation and service models
  • Ability to effectively manage multiple workflows and secure the desired objectives

CDK Global provides integrated software solutions specifically designed for the automotive retail industry. Their products help auto dealerships manage various operations such as billing, customer relationship management (CRM), inventory management, and service scheduling. By using these software tools, dealerships can streamline their processes, improve customer experiences, and increase sales. Unlike many competitors, CDK Global focuses on the unique challenges of the automotive market, including the transition to electric vehicles (EVs), and tailors its solutions accordingly. The company's goal is to enhance the efficiency and productivity of its clients through advanced technology, ultimately driving the automotive retail industry forward.

Company Size

5,001-10,000

Company Stage

IPO

Headquarters

Hoffman Estates, Illinois

Founded

1972

Simplify Jobs

Simplify's Take

What believers are saying

  • CDK Global's hybrid intelligence model could revolutionize the automotive industry by 2025.
  • Strong client retention is indicated by the extended relationship with Findlay Automotive Group.
  • New certification programs for employees can enhance client satisfaction and operational efficiency.

What critics are saying

  • Legal battles with Tekion could damage CDK Global's reputation and finances.
  • A $100 million antitrust lawsuit payout indicates potential business practice vulnerabilities.
  • Cybersecurity breaches highlight weaknesses in CDK Global's data protection measures.

What makes CDK Global unique

  • CDK Global specializes in integrated software solutions for the automotive retail industry.
  • The company offers a subscription-based model for its software solutions.
  • CDK Global focuses on EV transition challenges faced by dealerships.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Paid Vacation

401(k) Company Match

Tuition Reimbursement

Company News

Reuters
Feb 12th, 2025
Auto tech giant CDK accuses rival Tekion of hacking 'campaign' in lawsuit

Feb 11 (Reuters) - Automotive retail software giant CDK Global has sued rival Tekion in U.S. court, accusing it of an illegal cyber hacking campaign to scrape confidential data from dealerships' computer systems in a bid to drive new business.

AutomationX
Jan 21st, 2025
CDK Global to showcase hybrid intelligence at NADA Show 2025

At the upcoming NADA Show 2025 in New Orleans, CDK Global will present its innovative hybrid intelligence model, which aims to revolutionise the automotive industry by combining human insights with advanced technology.

Business Wire
Jan 7th, 2025
CDK Extends Relationship With Findlay Automotive Group

CDK extends relationship with Findlay Automotive Group.

Business Wire
Dec 16th, 2024
CDK Earns 2024 Great Place to Work(R) Certification

CDK earns 2024 Great Place to Work(R) certification.

Dealership Guy
Dec 10th, 2024
Tekion sues CDK Global, accuses firm of holding data 'hostage'

Automotive software firm Tekion is suing CDK Global over alleged anti-competitive practices involving dealership data.