Manager of Customer Success

Internal Job Title: Manager of Customer Success

Location: Remote (US)

FLSA: Exempt

Company Overview:

Safe-Guard Product International serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance & Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard’s success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada.

For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.

Role Overview:

The Manager of Customer Success is a dynamic leader responsible for overseeing the Customer Success team to ensure exceptional service to strategic dealer groups while aligning w/ their unique missions and goals. This role involves mentoring and guiding the team, driving performance, fostering a client-focused culture, and collaborating with the regular sales team to ensure consistency in all strategic dealer group interactions. Additionally, the Manager of Customer Success will collaborate with the Client Services team to identify and qualify leads for new business opportunities, which will be provided to the National Sales Manager.

As a key leader within the organization, this position combines strategic oversight with hands-on management to support both client retention and growth initiatives.

Role Responsibilities:

• Team Leadership:
  • Lead, coach, and develop the Client Services team, ensuring team members are equipped to manage client relationships effectively and deliver exceptional service.
  • Set clear goals and performance expectations for the team, tracking progress and providing regular feedback to drive accountability and results.
  • Ensure team members have a comprehensive understanding of account-specific agreements and are able to provide guidance to the regular sales team as needed.
  • Facilitate regular team meetings to share best practices, address challenges, and align on organizational objectives.
  • Act as a resource and mentor, supporting team members in managing complex client situations and resolving escalated issues.
• Client Relationship Management Oversight:
  • Ensure the Client Services team delivers proactive, high-quality support to existing clients, driving client satisfaction and product adoption.
  • Oversee the facilitation of training sessions and client participation in Safe-Guard’s F&I certification programs.
  • Monitor team performance on key account metrics, including retention, growth, and service quality.
  • Oversee the management of strategic dealer accounts, ensuring compliance with unique agreements and addressing client-specific needs.
  • Act as a liaison between the Client Services team and the regular sales team to ensure dealership visits align with account expectations.
• Lead Generation & Collaboration:
  • Collaborate with the Client Services team to identify opportunities for growth within existing accounts and generate leads for prospective clients.
  • Qualify and prioritize leads, ensuring they align with strategic business objectives before providing them to the National Sales Director.
  • Partner with the National Sales Director to refine strategies for identifying and nurturing leads from within the existing client base.
• Strategic Planning & Reporting:
  • Develop and execute strategies to optimize the performance of the Client Services team and align with company goals.
  • Monitor the performance of strategic accounts, ensuring alignment with Safe-Guard’s standards and client-specific expectations.
  • Regularly analyze account performance data, team metrics, and market trends to identify opportunities for improvement and innovation.
  • Prepare and present reports to leadership on team performance, account metrics, and lead generation activities.

Job Requirements:

• Education: Bachelor’s degree in Business, Marketing, or a related field preferred; equivalent work experience considered.
• Experience:
  • 5 years of account management experience, including 2 years in a leadership or team management role.
  • Proven track record of managing client relationships and delivering results in a client-facing environment.
• • Five years of Automotive industry experience
  • Three years of retail F&I experience

• Leadership: Demonstrated ability to lead, coach, and inspire a team to achieve performance goals.
• Client Management: Expertise in managing high-value accounts, with a focus on client satisfaction and retention.
• Lead Generation: Strong ability to identify and qualify new business opportunities.
• Analytical Skills: Proficiency in analyzing data, identifying trends, and developing strategies to drive results.
• Communication: Exceptional interpersonal, verbal, and written communication skills.
• Technical Proficiency: Familiarity with CRM systems (e.g., Salesforce.com) and reporting tools to track team performance and account activity.
• Travel: Willingness to travel up to 50% to meet with clients, support team members, and attend industry events as needed.
• Must be authorized to work in the US
• Must be able to successfully pass a background check

#LI-Remote

Growth Potential:

At Safe-Guard, your career is what you make it. We're looking for energetic, entrepreneurial, and empathetic individuals who are ready to take their careers to the next level. Here, you'll have the freedom to explore new ideas, push boundaries, and make an impact from day one.

We believe in empowering our team to take ownership of their success, and we offer the resources and support to help you grow. Whether you're passionate about developing strong customer relationships, leading innovative projects, or driving new business, you'll find opportunities to challenge yourself and advance your career.

With a culture that encourages continuous learning and personal development, the possibilities for growth are limitless. If you're looking for a place where your contributions are valued and your career can grow, join us at Safe-Guard Products International, where your potential knows no bounds.

Compensation and Benefits:

At Safe-Guard Products International, We offer a highly competitive base salary complemented by an uncapped commission structure, and an annual bonus potential. Including a comprehensive benefits package designed to support your health, financial security, work-life balance, and career development.

Company Benefits:

• Medical, Dental, and Vision Insurance
• Flexible Spending Account
• Health Savings Account
• 401(k) Plan with Company Match
• Company-paid Short-Term and Long-Term Disability
• Company-paid Life Insurance
• Paid Holidays and Vacation
• Employee Referral Program
• Employee Assistance Program
• Wellness Programs
• Paid Community Service Opportunities
• Tuition Reimbursement
• Ongoing Training & Personal Development
• And More!

Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.