Sr. Manager, Customer Success, CarOffer

Who We AreAt Car Gurus (NASDAQ: CARG), our mission is to give people the power to reach their destination. We started as a small team of developers determined to bring trust and transparency to car shopping. Since then, our history of innovation and go-to-market acceleration has driven industry-leading growth. In fact, we’re the largest and fastest-growing automotive marketplace, and we’ve been profitable for over 15 years.What We DoThe market is evolving, and we are too, moving the entire automotive journey online and guiding our customers through every step. That includes everything from the sale of an old car to the financing, purchase, and delivery of a new one. Today, tens of millions of consumers visit each month, and ~30,000 dealerships use our products. But they're not the only ones who love Car Gurus—our employees do, too.We have a people-first culture that fosters kindness, collaboration, and innovation, and empowers our Gurus with tools to fuel their career growth. Disrupting a trillion-dollar industry requires fresh and diverse perspectives. Come join us for the ride!Car Offer fully became part of the Car Gurus (NASDAQ: CARG) family in 2023, and is an industry leader in the digital wholesale marketplace. We are automating a dealer’s ability to buy, sell, and trade cars. By bringing these two companies together, we are giving consumers and dealers alike the power to reach their destination through a full suite of digital transaction platforms.This is a hybrid position based out of our Addison, TX office.Role OverviewAs theSr. Manager, Customer Success, you will play a pivotal role in driving customer satisfaction, loyalty, and retention. You will lead a team responsible for managing and enhancing the overall customer experience, including integration, dealer success, and customer support, while ensuring that our clients derive maximum value from our products and services.What You'll Do• Manage a team of Managers and Individual Contributors and lead by example• Holds self and others accountable for achieving results, following processes, and delivering high standards of accuracy and efficiency in their work• Comfortable and proficient in the implementation of customer success processes and methodologies• Lead strategic and operational initiatives to improve Customer Success team metrics such as NPS• Occasional spot coaching, as well as more formal organized sessions in the interest of upscaling members of the team on a professional and personal basis.• Sets an example for using all types of success engagements in a way that strengthens the relationship and perceived value for the customer• Work cross-functionally while effectively communicating, formally and informally, with other departments to communicate the needs of Car Offer customers and product requirements• Commitment to servicing our customers with a sensitivity to both the time impact of our support and their operational hours; which may include some extended or later hours, weekends, and holidays• Assist team members in helping to resolve escalated and sophisticated customer issues• Be an analytical thought leader who uses data, and specifically CRM reporting (Hubspot), to provide your team with helpful insights and process improvements• Review individuals' work, listen to calls, and engage your team members to ensure great customer experience and a culture of continuous improvement in how we support our customers and dealer partners• Conduct regular 1-1's with team members to provide feedback and coaching on an ongoing basis• Work with manager and product authorities to ensure we are aware of integration priorities, service changes and delivering up to date processes and supportWhat You'll Bring• 5+ year of customer success experience or equivalent experience• Comfortable with change, and adaptable to the needs of our organization• Team-first mindset, with ability to juggle multiple responsibilities while overachieving• Consistent track record of decisiveness and accountability in previous roles• Proven approach of providing servant leadership through emotional intelligence and confidence• Creates a positive and engaged work environment by building trust and empowering and motivating team members• Willingness to have difficult conversations both internally and externally• Demonstrated superior customer success skills and tried thoroughness of work• A proven clear, professional, and informative communication style• Strong cross-functional communicator, working effectively with all parts of the organizationWorking at Car GurusWe reward our Gurus’ curiosity and passion with best-in-class benefits and compensation, including equity for all employees, both when they start and as they continue to grow with us. Our career development and corporate giving programs, as well as our employee resource groups (ERGs) and communities, help people build connections while making an impact in personally meaningful ways. A flexible hybrid model and robust time off policies encourage work-life…