What are the responsibilities and job description for the Manager, Customer Success position at ON & UP HOLDINGS LLC?
Who We Are
Headquartered in Oregon, Foureyes® is a remote-first company with 90 employees in 16 states. We are privately owned and focused on the automotive vertical.
We believe human intellect paired with data-driven AI is the winning combination. It always has been. And we're on a mission to bring that winning combination to automotive dealerships with easy-to-love software.
We're a software company that thinks about people first. With every innovation, we seek to put humans back in the starring role.
The Position
As the Manager, Customer Success, you will play a critical role in ensuring our Customer Success Managers (CSMs) deliver consistent and valuable engagement to our customers. You will be responsible for managing the day-to-day operations of the CSM team, ensuring they are focused on adoption, retention, and expansion within our customer base.
This role requires a leader who goes deep, working alongside CSMs to guide customer engagement strategies, participating in key customer meetings, and fostering strong relationships with our most strategic accounts. You bring a competitive, results-driven mindset and a fresh perspective on how to elevate the customer experience. Your mentality: failure is not an option.
With a strong background in the automotive industry, you understand the challenges dealers and groups face, and you leverage that knowledge to drive customer success. You thrive in an evolving environment, balancing the tactical execution of managing the team with supporting strategic initiatives that enhance customer engagement and maximize revenue retention.
Responsibilities
Team Leadership & Coaching
Manage, mentor, and develop a team of CSMs, ensuring they have the tools, training, and support to succeed.
- Conduct regular 1:1s and coaching sessions to review account strategies, identify engagement gaps, and optimize performance.
- Hold the team accountable to delivering a high-value customer experience that drives adoption and retention.
- Foster a competitive and results-oriented team culture that prioritizes customer impact and business outcomes.
Lead team meetings, share best practices, and support operational improvements to increase efficiency.
Customer Engagement & Strategic Relationship Building
Work alongside CSMs to ensure our most strategic customers receive a high-value experience, actively participating in key customer meetings.
- Assist in developing and executing tailored success plans for top accounts, ensuring alignment with customer goals.
- Act as a trusted partner and advisor to our customers, demonstrating deep industry expertise to reinforce Foureyes’ value.
- Support CSMs in escalation management, stepping in when necessary to mitigate churn risk and strengthen relationships.
- Champion customer feedback, ensuring insights are shared with internal teams to drive product improvements and better customer experiences.
Support CSMs with onsite travel
Driving Adoption & Retention
Own adoption and engagement strategies, ensuring CSMs proactively drive product usage and measurable customer outcomes.
- Partner with CSMs to analyze customer data and identify risk factors, taking proactive steps to address them before they lead to churn.
- Develop frameworks and playbooks for consistent customer engagement across the team.
Regularly report on team performance, customer health, and retention metrics
Job Qualifications
Knowledge, Skills & Abilities:
- Proven leader with experience managing and coaching high-performing customer success teams.
- Deep understanding of the automotive industry, particularly dealership and group dynamics.
- Results-driven and competitive mindset—you set high standards and push for excellence.
- Exceptional customer communication and relationship-building skills (including executive-level interactions).
- Ability to analyze customer data and develop proactive strategies to increase retention and adoption.
- Experience building and refining customer engagement playbooks and frameworks.
- Salesforce proficiency preferred.
Education and Experience:
8 years of experience in Customer Success, Account Management, or a related field.- 3 years of leadership experience, managing and developing a team.
- Automotive industry experience required—deep knowledge of dealer and group operations preferred.
- Proven track record of driving customer retention, adoption, and expansion outcomes.
Location: This position is remote. We are hiring in the following states. AZ, CA, CO, FL, IA, ID, KY, MA, MD, MN, NV, OH, OR, PA, TN, TX, NC, IL, and WA
Salary Range: $110,000 - $130,00 (includes base salary plus variable)
Why Foureyes?
- Competitive salary and health benefits for eligible full time employees.
- Additional benefits including 401k matching, student loan repayment matching, and a subsidy for internet or cell phone
- Generous PTO days, in addition to paid holidays that incorporate two days to honor and celebrate your heritage, culture, or traditions that matter most to you- just tell us when!
- Half Day Summer Fridays!
- A company actively working to dismantle bias in our hiring practices, foster cultural inclusivity, and continuously examine policies and practices to ensure equity. We recognize and believe that diversity, equity, and inclusion constantly make us better.
- A fast-paced, team-driven culture that helps you grow your career with learning opportunities, autonomy and ownership, and chances to succeed (or fail- hey, we’ve all learned through failure).
Diversity, Equity & Inclusion
At Foureyes, we believe your ability to build, think creatively, and solve problems is best accessed when you have the freedom to be yourself. Inclusion is not a nice-to-have; it is a must-have. The bedrock of an inclusive culture is our ability to celebrate and harness the unique perspectives our diversity provides in the building process. While an org structure exists to provide clarity around how ideas get communicated, we are all equal as coworkers, and we are committed to careful and continued introspection around how to best be an equitable, fair, and inclusive workplace that celebrates you for being you.
Equal Opportunity
Sponsorship
Foureyes is not currently sponsoring work visas for this role. Authorization to work in the U.S. is required to be considered.