Customer Success Manager (CSM)

Customer Success Manager

Reports to: Manager of Customer Experience

sMedia is a leading tech-enable advertising company for automotive dealerships serving customers in Canada and the United States. We are looking for our next Customer Success Manager to support our Dealership customers in achieving their business objectives and understanding their results using sMedia ads and services.

Your Key Responsibilities and Accountabilities

The core focus of sMedia’s Customer Success Department is building and maintaining relationships with dealership customers. You will be the voice of your customers within our organization, helping to drive product innovation and reporting to meet their needs. You will act as a subject matter expert to your customers in all things sMedia and the digital marketing space, consulting your customers on their goals and results. You will maintain your existing customer base and grow monthly recurring revenue through your efforts and the relationships you build. This will be achieved through genuine curiosity and engagement with customers, ultimately creating a strategic alignment of sMedia’s products and services with the customers’ goals, to drive tangible business outcomes. By delivering customer success and satisfaction across your client base, a Customer Success Manager builds relationships that create opportunities for referrals and testimonials - an integral part of sMedia’s growth.

Day-to-Day Tasks

• Act as a partner and advocate for your customers as you work to understand their business needs
• Identify your customers business challenges and learn how you can assist to alleviate them
• Understand your customers KPIs and host regular meetings to review their business goals and growth towards success.
• Interpret various sources of performance analytics to help educate your customers on results and ROI
• Create additional revenue opportunities by aligning sMedia products with customer challenges and objectives
• Learn about new trends and technologies in the digital space and share that information with your customers and colleagues
• Learning about new trends and technologies in the digital space and sharing that information with your customers and colleagues
• Share your extensive digital marketing knowledge to help our customers achieve their business goals using sMedia solutions
• Create agendas and host follow-up meetings; highlighting key points for performance meetings, recommendations, and updates

Your Background

• Minimum of 2 years of experience in a Customer Success or Marketing Manager role
• Experience with Google Analytics, Google Ads, Microsoft Ads and Meta Business Manager
• Experience in Digital Marketing
• Meta, Microsoft and Google certification would be considered a strong asset
• Automotive or Dealership experience

Your Skills and Mindset

• Curious, driven personality
• Passion for technology and data
• Strong analytical skills with the ability to translate data into insights
• Strong understanding of digital marketing
• Natural ability to network, connect the dots, build relationships, and interested in enhancing relationships
• Ability to work on multiple priorities and/or projects simultaneously
• Strong customer relationship skills with excellent verbal and written skills
• Highly organized with great attention to detail

What you’ll get from sMedia

• Fully remote role, work from anywhere!
• Performance-based commission structure designed to reward top performers
• Extensive health and dental benefits package available after 3 months
• Paid day off on your birthday
• 1:1 training and mentoring from our Management team
• Opportunities to earn spot bonuses
• 15 vacation days annually, plus an additional week in December for the holiday season