北美客户成功经理
Customer Success Manager, North America
关于CarCutter
在CarCutter，我们通过AI驱动的图像技术重新定义汽车销售，帮助经销商和市场更快地卖出更多车辆。
我们的平台通过超真实的3D背景、交互式360°旋转、精确的剪裁、落地阴影和一致的品牌形象，改变车辆摄影流程。通过在每个阶段整合先进的AI模型，我们帮助企业在提高效率、参与度和转化率的同时，大规模生产高质量的车辆图像。
CarCutter是一个尖端的SaaS解决方案，被汽车行业的领先企业所信赖。
🌐 访问CarCutter
背景
我们正在寻找一位高度积极、以客户为中心的客户成功经理，以支持并扩大我们在北美地区的客户群。
你将负责在客户上线后的战略客户关系管理，确保客户获得持续的支持，并帮助他们从CarCutter平台中实现可衡量的价值。
初始的上手和实施过程由我们的上手专员负责。一旦客户上线，CSM将接管后续的客户关系。
你的使命
你的任务是建立长期的客户合作关系，推动采用率，提供主动支持，并为留存和增长做出贡献。
你将成为客户的可靠且随时可用的联系人，帮助他们应对运营挑战，理解他们的技术环境，高效解决问题，并充分利用CarCutter的解决方案。
核心职责
客户支持与关系管理
- 管理北美地区的一系列战略客户。
- 作为客户上手后的主要联系人。
- 通过定期检查、账户审查和季度业务评审保持沟通。
- 提供主动且及时的支持，确保客户感到被倾听和支持。
- 理解客户的需求、挑战和业务目标。
- 协调客户问题与支持、产品、工程、销售和运营团队。
- 跟进未解决的问题，并在整个解决过程中让客户了解进展。
- 识别有风险的客户，并制定行动计划以保护客户满意度和留存。
- 了解客户的的技术环境
- 明确了解每个客户系统、工作流程、集成和操作流程。
- 熟悉相关工具
查看英文原文
About CarCutter
At CarCutter, we are redefining automotive sales with AI-powered image technology that helps dealerships and marketplaces sell more vehicles, faster.
Our platform transforms the vehicle photography workflow with hyper-realistic 3D backgrounds, interactive 360° spins, precise cut-outs, grounded shadows, and consistent branding. By integrating advanced AI models into every stage of the process, we help businesses produce high-quality vehicle imagery at scale while improving efficiency, engagement, and conversion.
CarCutter is a cutting-edge SaaS solution trusted by leading players in the automotive industry.
🌐 Visit CarCutter
Context
We are looking for a highly motivated and customer-focused Customer Success Manager to support and grow our customer base across North America.
You will manage strategic
customer relationships after onboarding, ensure customers receive continuous support, and help them achieve measurable value from the CarCutter platform.
The initial onboarding and implementation process is managed by our Onboarding Specialist. The CSM will take ownership of the ongoing customer relationship once the customer is live.
Your Mission
Your mission will be to build long-term customer partnerships, drive adoption, provide proactive support, and contribute to retention and growth.
You will be a reliable and present point of contact for customers, helping them navigate operational challenges, understand their technical environment, resolve issues efficiently, and make the most of CarCutter’s solutions.
Core Responsibilities
Customer support and relationship management
- Manage a portfolio of strategic accounts across North America.
- Serve as the primary post-onboarding point of contact for customers.
- Maintain regular communication through check-ins, account reviews, and Quarterly Business Reviews.
- Provide proactive and responsive support, ensuring customers feel heard and well supported.
- Understand customer needs, challenges, and business objectives.
- Coordinate customer issues with Support, Product, Engineering, Sales, and Operations.
- Follow up on open issues and keep customers informed throughout the resolution process.
- Identify at-risk accounts and develop action plans to protect customer satisfaction and retention.
- Understanding the customer’s technical environment
- Develop a clear understanding of each customer’s systems, workflows, integrations, and operational processes.
- Become familiar with relevant tools and dependencies, including Dealer Management Systems, inventory platforms, APIs, marketplaces, and third-party integrations.
- Gather the right information to qualify and escalate technical issues effectively.
- Translate customer needs and technical challenges into clear information for internal teams.
- Explain technical topics clearly to both technical and non-technical stakeholders.
- Help customers determine whether issues can be addressed through configuration, process changes, product guidance, or technical escalation.
- Product adoption and value realization
- Monitor customer usage and engagement, and proactively address adoption gaps.
- Help customers maximize the value of CarCutter’s features, including batch editing, AI background replacement, 360° spins, custom showrooms, APIs, and integrations.
- Recommend workflows and capabilities that improve customer efficiency.
- Demonstrate the operational and business value of the platform through data and customer outcomes.
- Identify opportunities to expand usage across additional locations, teams, brands, or services.
- Retention, renewals, and expansion
- Support renewal activities by demonstrating customer value and addressing risks.
- Contribute to customer retention and save plans in partnership with Sales and internal teams.
- Identify expansion opportunities within multi-location dealership groups and automotive organizations.
- Partner with Account Executives on qualified upsell and expansion opportunities.
- Customer feedback and internal collaboration
- Collaborate with Support and Product teams to resolve bugs, technical challenges, and user friction.
- Gather customer feedback and communicate it clearly to internal stakeholders.
- Identify recurring issues and contribute to improvements in documentation, processes, and product usability.
- Share customer insights and North American market feedback with the wider organization.
Required Qualifications
Must-have
- 3+ years of experience in Customer Success, Account Management, Client Services, Technical Account Management, or a similar customer-facing role.
- Experience managing B2B SaaS customers throughout the post-sales lifecycle.
- Strong experience in customer support, issue ownership, escalation management, or service delivery.
- Experience working with enterprise, mid-market, or multi-location customers.
- Ability to understand customer workflows, systems, integrations, and technical dependencies.
- Technical aptitude and comfort discussing APIs, integrations, data flows, and SaaS platforms.
- Ability to explain technical topics clearly to both technical and non-technical audiences.
- Strong communication, presentation, organization, and follow-up skills.
- Proven ability to manage multiple customers, priorities, and issues independently.
- Experience collaborating with Support, Product, Engineering, Sales, and Operations teams.
- Professional fluency in English, written and spoken.
- Willingness to travel occasionally within North America.
Nice-to-have qualifications
- Experience working with automotive dealerships, dealer groups, automotive marketplaces, vehicle retailers, OEMs, or automotive technology providers.
- Knowledge of the North American automotive retail ecosystem.
- Familiarity with Dealer Management Systems, inventory platforms, digital retailing solutions, or automotive marketplaces.
- Experience with CRM platforms, preferably HubSpot.
- Experience with APIs, integrations, or technical implementation projects.
- Familiarity with AI-powered products, image processing, computer vision, or digital merchandising.
- Spanish or French language skills are a plus.
What success looks like
In this role, success will mean that you:
- Become a trusted and reliable partner for strategic customers.
- Provide proactive, responsive, and well-coordinated support.
- Understand each customer’s technical environment and operational workflows.
- Ensure customer issues are followed through to resolution.
- Drive product adoption and customer engagement.
- Contribute to strong retention and renewal performance.
- Identify opportunities for expansion and growth.
- Provide valuable feedback that improves the product and customer experience.
- Help establish a strong customer success approach for the North American market.
Why join CarCutter?
At CarCutter, you will help automotive businesses modernize their digital merchandising and vehicle imaging workflows. You will work with innovative technology, engage with a diverse
range of customers, and have a direct impact on customer satisfaction, retention, and growth across North America.
Originally posted on Himalayas