Customer Success Manager

About the role

We're hiring a Customer Success Manager to own how CarEdge shows up when a customer needs help. Every question, every ticket, every account issue, every billing problem, every "I can't log in" moment. This includes prospect questions before someone buys, subscriber questions after they buy, dealer inbounds from anyone who hasn't yet been handed off to AM, and everything in between. This is a player-coach role. You'll lead a small team of CX associates on the front lines, and you'll spend meaningful time yourself in the queue with customers.

You'll report into senior leadership and work closely with the Fulfillment Manager, the Head of Account Management, the Consumer Product team, the Dealer Product team, and the AI QA Specialists.

What you'll own

• Day-to-day support operations. All incoming customer questions and tickets from consumers and dealers. You define the queue, you set the SLAs, you hold the quality bar, and you handle the escalations.
• Cost per interaction. Every interaction has a cost. Driving this number down while holding quality steady is your job.
• Self-service and knowledge base. Every question we answer twice should have been a searchable answer. You own the knowledge base, the in-product help experiences, and the self-service investments that reduce ticket volume before it hits your team.
• Tooling and process. Support platform decisions. You build and maintain the infrastructure that lets your team move fast without cutting corners.
• Escalation to Fulfillment and AM. Some tickets need to leave your team. You design the handoff so it's clean and the customer never feels like they got passed around.
• Team leadership. Hiring, coaching, and developing the CS team. You set the standards and hold the team to them.
• Quality and customer satisfaction. CSAT, first-response time, resolution time, ticket reopen rate. You own the reporting and use it to keep the team improving. Support quality is a leading indicator of retention.
• Voice of the customer. You're the person who sees every question customers actually ask. Some of those questions reveal product gaps. Others reveal messaging problems. Others reveal broken flows. You surface those patterns back to Product, Marketing, and Fulfillment.

Who you are

• 5 years of customer support, customer experience, or customer operations experience, with at least one role leading a team.
• Player-coach mindset. You're comfortable jumping in when volume spikes or a hard ticket lands.
• Operationally minded. You love turning messy support workflows into repeatable processes.
• Strong people leader. You've hired, coached, and developed support agents. You know what good looks like and you can teach it. You know how to give hard feedback without damaging trust.
• Comfortable with cross-functional influence. You'll surface product issues to Product, messaging issues to Marketing, and deal escalations to Fulfillment. You know how to raise these issues in a way that gets action.
• Comfortable with ambiguity and founding-team velocity. Some processes exist and some don't. You build what's missing. You don't wait for someone else to build.
• Strong written communication. Ticket responses, macros, knowledge base articles, escalation notes, leadership updates. Your writing sets the standard for the whole team.
• Automotive industry experience is a plus, not a requirement. What matters more is your support-leadership track record and your ability to learn quickly. Many of the questions you'll answer will be automotive-adjacent (financing, warranties, dealer interactions), but the support-leadership craft is universal.