Customer Success Manager
WFH Flexible Syracuse, NY Customer Success
Job Type

Impel offers automotive dealers, wholesalers, OEMs and third-party marketplaces the industry’s most advanced digital engagement platform. The company’s end-to-end omnichannel solution leverages proprietary shopper behavioral data and AI technology to deliver hyper-personalized experiences at every touchpoint across the entire customer journey. Impel’s merchandising, communication, marketing and imaging applications work seamlessly with all major website, CRM and DMS platforms. To date, the company has delivered more than 2 billion shopper interactions across more than 40 countries. To learn more about Impel, visit

As the Customer Success Manager, you will act as the main point of contact for existing customers. You will be responsible for managing your client relationships, retention, and growth strategies across your entire portfolio. You will be responsible for developing strong relationships with accounts by sharing performance metrics and insights to establish Impel’s products as best in class. You will work closely with your customer to understand their business and match their needs with Impel products. To be successful, you should be organized, a strategic thinker, excel at communication, and follow up to get the job done.

Key Areas of Responsibility:

  • Identify and cultivate strong relationships with key stakeholders within your portfolio
  • Provide white-glove service to your clients by serving as their primary point of contact for all client-facing questions with the goal of client delight
  • Provide customer insights and consultation to your clients through frequent reviews and in-person meetings that demonstrate an understanding of the market, advertising landscape, and how to help your clients achieve their goals.
  • Collaborate cross-functionally to align campaign structure and strategies with client business goals
  • Identify barriers to success, define the resolution and manage internal resources to help resolve
  • Provide customer insights to Product teams for new features, functionality, and enhancements
  • Ensure all incoming client requests and concerns are resolved in an urgent, professional, and personable manner
  • Utilize Salesforce and Gainsight to document and track customer inquiries and interactions
  • Perform other related duties such as participating in various projects or initiatives
  • Strong business acumen
  • Strategic thinker who is comfortable using data & insights to grow relationships by identifying and solving problems
  • Motivated and comfortable working remotely as well as on the road or in the field
  • Effectively work cross-functionally and with a wide range of people with different skill sets
  • Excellent organizational, interpersonal, and communication (written and verbal) skills
  • Proven ability to set clear and deliverable goals – demonstrate tenacity and a commitment to deliver and be accountable for results
  • Exceptional time management skills with the ability to handle multiple projects simultaneously
  • Ability to work in a fast-paced environment while solving problems quickly and creatively
  • Proficient in Microsoft Office Suite
  • Comfortable working in a fast-paced and dynamic environment
  • Positive, customer first attitude
  • Ability to learn quickly and adapt to change
  • Google Analytics experience preferred

Additional Requirements:

  • Up to 40% travel
  • Bachelor’s degree preferred or 3-5 years of relevant work experience
  • Knowledge of the Automotive Software Industry preferred
  • Bilingual a plus