Nomads Cast

Manage post-sale relationships, onboarding, ongoing account management, and data analysis for dealership clients. | Experience in customer success, account management, digital advertising, and working with decision-makers, with strong communication skills. | Customer Success Manager (Automotive / Digital Media) Reports to: Head of Operations Compensation: Base + performance-based variable tied to retention & expansion Location: Remote (Texas) with dealer-facing online availability The Role: This is not a support role. As a Customer Success Manager, you own the post-sale relationship, retention, expansion, and overall success of a focused portfolio of automotive dealership clients. You will: • Run live onboarding and access/setup calls for all new dealerships. • Then own an ongoing book of ~30–40 key accounts where you are directly responsible for whether those dealers stay, grow, and remain confident in the value of the partnership. You are the single point of accountability for your dealers. You work directly with GMs, owners, principals, and senior managers, manage expectations, and translate content and advertising performance into clear business outcomes. If you are calm under pressure, structured in execution, and comfortable having direct conversations with busy, skeptical people, this role will fit you well. What You’ll OwnClient Ownership & Retention • Own the full post-sale relationship for an assigned book of ~30–40 dealership accounts. • Take personal responsibility for retention, satisfaction, and revenue expansion. • Maintain a proactive cadence of communication to prevent churn before it happens. • Step in early when risk signals appear and bring accounts back to healthy. • Primary success metric: Net Revenue Retention (NRR) on your book. Onboarding & Activation • Ensure every new dealership completes a live onboarding within 5 business days. • Run two early calls with every new client in the first 14 days: • Onboarding / expectations & success planning • Logins / access (Meta Business Suite, social accounts, CRM / lead routing) • Establish a clear Success Plan within the first 14 days outlining goals, KPIs, and milestones. • Set expectations early around what we track, what we control (content, leads, opportunities), and what the dealership controls (shows, sales). Dealer-Facing Communication (Non-Negotiable) • Communicate in plain English, not marketing jargon. • Confidently handle blunt, busy, skeptical dealership leadership. • De-escalate situations where clients believe “content isn’t selling cars.” • Reset expectations around controllables (views, leads, appointments, opportunities). • Stay composed, direct, and solutions-oriented in difficult conversations. If you cannot calmly role-play a frustrated dealer conversation, this role will not be a fit. Ongoing Account Management (Tier A Accounts) • Manage your ~30–40 key dealership accounts without dropping the ball. • Schedule and lead recurring 30–60 day review calls / Looms covering: • Performance • Utilization • NPS / feedback • Next goals and changes • Track and monitor client health, satisfaction, and usage patterns. • Maintain accurate notes, follow-ups, and action plans. Data, Reporting & Insights - Read and interpret dashboards for: • Organic content performance • Paid advertising metrics (leads, CPL, basic attribution) • Utilization and churn risk indicators • Turn performance data into simple, clear narratives dealers understand. • Identify under-utilization early (poor follow-up, CRM issues, lack of participation). • Coordinate reporting inputs across organic and paid channels. Upsell & Expansion (Consultative) • Identify natural opportunities to expand successful accounts. • Confidently recommend and enroll qualified clients into our Growth Engine (content + paid ads + CRM integration) when they’re ready. • Close next steps without pressure or awkwardness. • Understand gross profit, LTV, churn, and why expansion matters. You do not need to be a closer, but you must be comfortable asking for the next step. Voice of the Customer • Surface recurring friction points and improvement opportunities internally. • Help refine onboarding surveys, satisfaction surveys, and retention tracking systems. • Advocate for client needs while protecting scope and expectations. Who This Role Is For, Required Experience - You Have Prior experience in: • Customer success • Account management • Sales • Digital advertising or agency environments • Direct experience working with senior decision-makers. • Familiarity with social media analytics and digital advertising metrics. • Comfortable learning dealer CRMs, co-op constraints, and automotive workflows. You Are Likely a Fit If You: • Are sharp, calm, and concise in conversation. • You're an executor, • Don’t talk too much and know how to listen. • Enjoy checklists, timelines, and structured processes. • Are proactive rather than reactive. • Are comfortable with variable compensation tied to performance. • Will take a late call if it means saving an account. • Prefer ownership over hand-holding. • Can balance empathy with firmness. This Role Is NOT a Fit If You: • Avoid difficult conversations. • Prefer ticket-based support work. • Are uncomfortable discussing money or expansion. • Need constant structure provided for you. • Get flustered by direct feedback or pressure. • Dislike follow-ups, check-ins, or “boring” operational work. How Success Is Measured Primary: • Net Revenue Retention (NRR) across your assigned accounts. • Expansion / ads attach rate for eligible accounts. • Onboarding completion & activation rate (first 30 days). Secondary: • Monthly gross churn rate. • Customer Net Promoter Score (NPS). • Overall account health and upsell performance. Performance, bonuses, and growth are transparent and numbers-driven. Final Note This role rewards people who take ownership, think commercially, and stay calm when things get uncomfortable. If you like structure, accountability, and working directly with real business operators, this will be a strong fit. Job Type: Full-time Pay: $70,000.00 - $100,000.00 per year Benefits: • Work from home Application Question(s): • Walk me through your experience as a customer success manager. • Do you have experience working in an agency environment (digital marketing, social media, etc.)? If so, tell me about it. Work Location: Remote