Customer Success Manager - Remote Eligible

Customer Success Manager

Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life's other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation.

The Role

As a Customer Success Manager, you will preserve and strengthen strategic relationships with existing customers by proactively reducing churn, identifying at-risk accounts, and implementing data-driven, consultative solutions. You'll de-escalate and resolve challenging situations by analyzing multiple data points, exercising self-reliant judgment, and creating a clear path forward—all while maintaining high satisfaction and driving revenue growth using new technology in a fast-paced, evolving environment.

What You'll Do

• Serve as the primary contact for assigned dealership accounts, championing retention, long-term value, and customer lifetime success.
• Deliver product consultations, training sessions, and act as a subject-matter expert on revenue-critical features.
• Exceptional negotiation skills: regularly exercises independent judgment and financial discretion when processing price reductions, renewals and upsells.
• Build and nurture executive-level relationships within dealerships to secure buy-in for process improvements and technology adoption.
• Proactively engage customers—beyond support escalations—with regular check-ins, business reviews, and executive outreach.
• Skilled at de-escalating difficult conversations while applying independent judgment to retain customer business.
• Monitor customer health, usage trends, and engagement signals to identify early signs of churn and uncover upsell or cross-sell opportunities.
• Lead business reviews, strategic consultations, and renewal discussions—collaborating with Renewal Teams as needed.
• Identify and capture upsell opportunities by aligning product value with customer goals and whitespace within accounts.
• Advocate internally on behalf of customers by partnering cross-functionally (Support, Product, Sales, Billing) to resolve issues and drive product improvements.
• Document all customer interactions, cases, renewal activity, health signals, and opportunity tracking in CRM (e.g., Salesforce).
• Share actionable customer insights with internal teams to inform product roadmap and improve customer experience.
• Operate independently, managing multiple accounts with minimal supervision while owning retention and expansion goals.

What You'll Bring

• Bachelor's degree or equivalent professional experience.
• Minimum of 3 years of experience in sales and/or retention roles.
• Knowledge of ACV, churn metrics, and customer lifecycle strategies.
• Background in subscription-based services, SaaS, automotive, or technology industries.
• Proficiency in Microsoft Office Suite.
• Experience delivering training and presentations to both groups and individuals.
• Strong communication and interpersonal skills.
• Proven ability to effectively engage customers via phone and virtual meetings.
• High level of personal accountability and self-motivation.
• Comfortable working in a fast-paced, collaborative environment.

SOLERA HOLDINGS, INC., AND ITS US SUBSIDIARIES (TOGETHER, SOLERA) IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. THE FIRM'S POLICY IS NOT TO DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, NATIONAL ORIGIN, GENDER, AGE, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, MARITAL STATUS, MENTAL OR PHYSICAL DISABILITY, AND GENETIC INFORMATION, OR ANY OTHER BASIS PROTECTED BY APPLICABLE LAW. THE FIRM ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.