Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- Client Success Manager supporting Canadian automotive dealerships with campaign execution, performance analysis, and product adoption. Building relationships, improving ROI, and identifying growth opportunities for Vicimus clients.
Responsibilities
- Manage end-to-end campaign execution for assigned accounts, including configuration, optimization, QA, and product utilization
- Host monthly strategy sessions with clients to review performance, highlight insights, and discuss opportunities
- Prepare, analyze, and present monthly results, recommending strategies to improve ROI and customer engagement
- Participate in internal team meetings, sharing client updates, opportunities, risks, and feedback
- Develop and maintain strategic account plans supporting long-term client success and revenue growth
- Monitor key metrics and KPIs to identify trends, risks, and performance opportunities
- Understand client goals and challenges and provide solutions aligned with business objectives
- Identify upselling opportunities and present additional products or services
- Share client-driven insights to support product development and feature planning
- Onboard new clients, providing transitions, training, and ongoing support
- Educate clients on Vicimus products and available features
- Respond to Level 1 support inquiries and guide clients through basic system usage
- Submit and track Level 2 technical tickets, including feature requests and product issues
- Collaborate with the Creative Team to develop marketing assets
- Build strong client relationships through consistent communication and proactive outreach
- Anticipate and address potential issues, initiating save procedures when required
- Contribute ideas and feedback to improve internal processes and the product ecosystem
Requirements
- 2+ years in customer success, account management, or client-facing roles
- Experience with SaaS or digital solutions is an asset
- Automotive industry or dealership marketing experience is a must
- Strong understanding of digital marketing strategies, especially within the automotive retail space, is a must
- Excellent written and verbal communication skills
- Demonstrated ability to interpret performance data and communicate insights clearly to clients
- Tech-savvy and marketing-savvy, with the ability to learn new tools quickly
- Proven ability to prioritize, multitask, and respond quickly to client needs
- Strong grasp of the sales cycle, customer retention, and upselling
- Proactive, reliable, “get-it-done” attitude
- Passion for helping clients succeed and building long-lasting relationships
- Ability to travel within Canada may be required
Benefits
- Collaborative team culture with supportive leadership
- Exposure to innovative marketing technologies and evolving product lines
- Opportunities for professional growth across Client Operations, Marketing, and Product
- Opportunity to work with leading automotive dealerships across the country
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Experience level
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Degree requirement
No Education Requirement
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