Job Description
Job DescriptionSalary: $60,000 - $80,000
Were growing again and looking for a Customer Success Manager - Pacific Northwest to join our team at A2Z Sync!
Who We Are
At A2Z Sync, were revolutionizing the automotive industry by transforming the car-buying journey into a seamless, transparent, and customer-first experience. Our innovative platform empowers dealerships with cutting-edge tools to thrive in a rapidly evolving market. Through strategic initiatives, including our groundbreaking partnership with Amazon, were redefining how the industry operates. If youre ready to make an impact and shape the future of automotive technology, wed love to hear from you!
Your Role
As our new Customer Success Manager - Pacific Northwest, youll play a pivotal role in ensuring our customers achieve maximum value from the A2Z Sync platform. Youll be a trusted advisor, helping customers adopt best practices, leverage advanced features, and realize measurable business outcomes. Youll work closely with stakeholders at all levels within our customers organizations, proactively identifying risks and opportunities, and collaborating with internal teams to deliver exceptional customer experiences. This is a hands-on role where youll synthesize data into actionable insights, champion our core values, and help drive customer growth and retention.
The individual for this role must reside in the Pacific Northwest and be willing to travel up 50% of the time.
What Youll Tackle
- Serve as a strategic advisor to customers, delivering best practices and thought leadership in Customer Success.
- Demonstrate expert-level understanding of A2Z Syncs platform capabilities to deliver tailored, high-impact solutions.
- Own the delivery of training programs to ensure dealer partners are equipped with the necessary knowledge to adopt and succeed with A2Z Syncs platform.
- Proactively analyze customer data to generate actionable insights, coaching customers to interpret and leverage their own data for business growth.
- Apply advanced knowledge of Customer Success Management (CSM) processes and levers to drive Net Revenue Retention (NRR) targets.
- Expertly forecast for your book of business, identifying and communicating drivers of risk and growth.
- Suggest and implement improvements to enhance CSM processes and workflows, contributing to operational excellence.
- Monitor and interpret key CSM team metrics, surfacing blockers to achievement and proposing effective solutions.
- Build and expand strong relationships with customer stakeholders at all levels, extending influence beyond the core business unit.
- Anticipate potential issues and barriers to success months in advance, developing and executing proactive plans to resolve with minimal escalation.
- Manage multiple complex projects simultaneously, consistently delivering high-quality outcomes for both internal and external stakeholders.
- Collaborate with CS teams on shared tasks and projects, logging customer feedback and seeking opportunities for cross-functional alignment and business initiatives.
- Communicate with clarity and confidence to individuals at all seniority levels
- Consistently meet or exceed KPIs tied to business goals; if off track, proactively develop and communicate a plan to get back on course.
- Proactively identify and pursue expansion opportunities to grow A2Z Syncs footprint and organizational impact within customer accounts.
What You Bring to the Table
We're looking for:
- 3 years of experience in Customer Success, Account Management, or a related client-facing SaaS role, with a proven track record of managing complex accounts.
- Demonstrated experience in Customer Success Management processes and driving Net Revenue Retention (NRR).
- Advanced ability to analyze and synthesize customer data, providing actionable insights and coaching customers to leverage data for business outcomes.
- Experience suggesting and implementing improvements to CSM processes and workflows.
- Strong project management skills, with experience juggling multiple complex projects and delivering high-quality results.
- Excellent interpersonal and communication skills, with confidence presenting to executive audiences and groups of all sizes.
- Proven ability to build and expand relationships with stakeholders at all levels, including outside the core business unit.
- Proactive problem-solver, able to anticipate issues and develop solutions with minimal escalation.
- Highly collaborative, with a track record of cross-functional alignment and driving business initiatives. Prior experience cross-selling and upselling product suite as part of the customer success function is a plus.
- Consistently meets or exceeds KPIs and proactively develops plans to address any gaps.
- Familiarity with customer success platforms like Vitally, Plan Hat, or GainSight, is a plus
Why A2Z Sync?
We pride ourselves on cultivating a fun, casual, and collaborative workplace culture where your hard work is recognized, your contributions drive real results, and your impact is felt every day. At A2Z Sync, were deeply committed to our employees well-being, starting with comprehensive benefits designed to help you care for yourself and your family.
Here's what we offer:
- Employer-Paid Health, Dental, and Vision Insurance: Comprehensive coverage for you and your family starting on day one.
- Flexible Hybrid Work Schedule: Enjoy a balance of in-office collaboration and remote work with three days in our Denver Tech Center office.
- 401(k) Retirement Plan with Company Match: Build your future with our competitive matching program.
- Generous Paid Time Off (PTO): Recharge with unlimited PTO and 10 paid holidays.
- Short-Term and Long-Term Disability Coverage: Fully employer-paid to protect your income during unexpected events.
- Life and AD&D Insurance: Employer-paid coverage to provide peace of mind for you and your loved ones.
- Free Mental Health Support: Access to confidential therapy sessions through BetterHelp for you and your family.
- Pet Insurance Options: Affordable plans to keep your furry family members healthy and happy.
- Identity Theft Protection: Safeguard your personal information with voluntary ID protection services.
- Other Cool Stuff: great co-workers and a stocked kitchen with a variety of snacks and beverages to keep you fueled throughout the day.
A2Z Sync is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, basis of disability or any other federal, state or local protected class.
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