Reports to

CS Leadership

Key Partnerships

Sales, Product, Finance, Marketing, Marketing Services

Mission & Vision

We transform how vehicle sellers engage, educate, and interact with shoppers across the entire customer journey, by harnessing the power of digital technology and data. We deliver the world’s most engaging customer experiences for vehicle sellers of every type and size. 

Job Summary

As the Senior 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. In addition, you will be serving as a mentor for the team. You will work closely with your teammates to ensure customers achieve their business objectives, advise them on best practices and help the team reach their goals. You will also be responsible for new product tiger teams. To be successful, you should have strong business acumen, have strong emotional intelligence, be organized, be a strategic thinker, excel at communication.

Our Values 

Relationships – We are dedicated to transparency, open communication and building trust that lasts beyond a transaction.

Grit – We approach every activity and opportunity with tenacity and tireless execution.    

Results – We achieve success for our partners and take personal accountability for everything we do.  

Energy – We never settle, we constantly seek out new ideas with ambition and enthusiasm.

Inventiveness – We lead with curiosity, which drives us towards continuous learning and innovation.

Passion – We share an entrepreneurial spirit that inspires us to go above and beyond everything we do. 

Essential Functions of the Job

Development

• Mentor and motivate peers to perform at their best
• Empower team members with skills to improve their confidence, product knowledge, and communication skills
• Sharing open and candid communication
• Perform other related duties such as participating in various projects or initiatives
• Act as a change agent and become a champion in helping peers see how the change will help them

Strategic

• 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.
• Identify barriers to success, define the resolution and manage internal resources to help resolve
• Ensure all incoming client requests and concerns are resolved in an urgent, professional, and personable manner
• Identify and cultivate strong relationships with key stakeholders within your portfolio

Analysis

• Utilize Salesforce and Gainsight to document and track customer inquiries and interactions
• Provide customer insights to Product teams for new features, functionality, and enhancements
• Create and distribute reports to update on team progress

Other

• Maintains confidentiality of work-related issues, records, and company information.
• Demonstrates a commitment to Diversity, Equity, and inclusion by treating everyone with respect and dignity, ensuring all voices are heard and advocating change.
• 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
• Collaborate cross-functionally to align campaign structure and strategies with client business goals
• Help identify strategies that the team can use to better reach projected goals.
• Strong business acumen
• Strategic thinker who is comfortable using data & insights to grow relationships by identifying and solving problems
• Strong emotional intelligence
• Motivated and comfortable working remotely as well as on the road or in the field
• Effectively work cross-functionally with a wide range of people with different skill sets
• Positive, customer first attitude
• Ability to learn quickly and adapt to change

Qualifications:

• Bachelor’s degree or 3/5 years’ work experience in Customer Success. 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.
• Ability to travel up to 40%