Customer Success Manager - West Coast

Mission

Ensure customer success by co-managing with Sales the full customer lifecycle, from onboarding to renewal and expansion, while acting as a hands-on, technically credible partner embedded within customer workflows. The Customer Success Manager drives adoption, expansion and retention. Measurable value is provided through benchmarking insights, competitive intelligence, and engineering-level analysis, enabling customers to make critical product and cost decisions. The role requires deep engagement with California OEMs, OESs, and technology-driven teams, delivering both strategic guidance and day-to-day operational support.

Customer Engagement & Value Delivery

• Act as a day-to-day interface with engineering, program, and procurement teams at key Clients
• Support ad-hoc technical requests, benchmarking questions, and study needs in real-time
• Deliver office hours, trainings, onsite workshops, and technical deep dives to drive adoption
• Maintain continuous visibility into customer roadmap, priorities, and program milestones
• Act as a bridge between customer teams and A2MAC1 global experts (Costing & Insights, Product, Engineering, Production)

Customer Growth & Expansion

• Drive growth by identifying expansion opportunities, supporting program decisions, and partnering with Sales on technical deals and pilots
• Monitor account health with data and analytics to proactively manage risks and opportunities
• Lead technical and business reviews to support renewals with targeted, lifecycle-based deliverables
• Execute cross-functional escalation and mitigation strategies to protect retention and ensure success

Benchmarking & Competitive Insights

• Act as a technical advisor, translating customer needs into guidance while delivering training and driving tool adoption
• Deliver benchmarking insights and competitive trends to support engineering and leadership decisions
• Translate A2MAC1 data into actionable, program-aligned recommendations
• Capture customer feedback and market insights to inform product strategy

Retention & Customer Health Management

• Monitor customer health, adoption trends, and engagement metrics
• Identify risks and execute mitigation strategies
• Develop account success plans aligned to customer objectives
• Lead renewal readiness reviews and retention initiatives
• Coordinate executive escalations and recovery plans where needed

Professional Development & Expertise

• Maintain expertise in automotive systems, engineering principles, data analytics, and SaaS solution design.
• Stay current on emerging technologies, competitive intelligence, and industry trends
• Complete required certifications in product platforms, analytics tools, and customer success methodologies