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OEC · 7 hours ago

Enterprise Customer Success Manager - Remote within the United States

United States

Full-time

Remote

Senior Level

5+ years exp

OEC provides software solutions to the automotive parts and repair industry, and they are seeking an Enterprise Customer Success Manager to drive the success and growth of key customer accounts. This role focuses on managing customer portfolios, overseeing post-implementation support, and ensuring timely resolution of customer issues while collaborating with various internal teams.

ComputerE-CommerceSoftware

Responsibilities

Owns end-to-end portfolio management for MSO accounts, setting strategy, managing relationships, and driving delivery across multiple products and cross-functional teams

Acts as the primary operational quarterback, triaging requests, managing priorities, tracking actions, and ensuring timely, documented resolution with clear customer communication

Partners closely with Strategic Account Managers to stay aligned on account health, delivery status, risks, and required actions; serve as their day-to-day operational extension

Maintains consistent customer engagement to align strategy, surface needs and frustrations, provide updates, and remove execution barriers

Coordinates cross-functionally with Product, Development, Customer Success, PMO (Project Management Office) and Solution Engineers to prioritize work, translate requirements, and deliver outcomes

Leads MSO-related projects from intake through completion, establishing timelines, milestones, deliverables, and accountability across teams

Supports pre-sales and post-sales efforts by connecting customer challenges to OEC capabilities, ROI (return on investment) and innovation, including executive-level presentations

Drives expansion, adoption, and retention by identifying cross-sell/upsell opportunities, educating customers on new features, and addressing churn risks proactively

Owns tracking, reporting, and documentation: CRM accuracy, Monday/workstream logs, weekly customer updates, monthly portfolio summaries, and leadership reporting

Leverages data and analytics to monitor KPIs (key performance indicators), identify trends and risks, build executive dashboards, and deliver measurable customer value aligned to defined outcomes

Qualification

Account managementData-driven mindsetCross-functional collaborationSaaS experienceProgram managementCommunication skillsStrategic thinkingRelationship-buildingOrganizational skillsAdaptability

Required

An associate degree from an accredited college or university is required. In the absence of a degree, equivalent work experience directly related to the key responsibilities of the role will be considered in lieu of a degree

At least 5 years of experience in business operations, program management, or account management within SaaS, technology, or enterprise services, plus a proven track record of leading cross-functional initiatives and driving operational scale

Detailed-oriented and able to use multiple tools to document, track, and manage work

Strong strategic thinking, with ability to connect vision to execution and influence at all levels

Exceptional communication skills

Able to effectively facilitate discussions/meetings

Good interpersonal and relationship-building skills

Advanced understanding of product management and software development processes

Data-driven mindset with comfort operating in fast-paced, high-growth environment

Can effectively organize and manage day-to-day work and priorities, and use time, energy and resources to meet goals, deadlines, and deliverables

Able to communicate in a respectful, positive and constructive manner, even during times of challenge and frustration

Flexible and adaptable approach to work and can easily adjust to shifts in priorities as the needs of the business change

Travel within and across North America (USA/Canada) is required on an as needed basis and estimated to be around 30-50% of work time

Willing and able to attend virtual meetings with the laptop camera on