Customer Success Manager (CSM) - DACH Markets

Customer Success Manager

CarCutter is seeking a highly motivated and customer-focused Customer Success Manager to drive customer satisfaction, retention, and growth across our DACH markets (Germany, Austria, and Switzerland). As a CSM at CarCutter, you will serve as the key post-sales point of contact for car dealerships, marketplaces, and automotive retailers, ensuring they achieve maximum value from our AI-powered automotive imaging platform.

Drive adoption, deliver business outcomes, and build long-term partnerships that result in retention and growth across the DACH region. You will be responsible for the Strategic accounts, and deliver tailored service to our most valuable customers.

Key Responsabilities :

• Onboarding & Training : Guide new clients through a smooth onboarding process across the DACH region; Train users on how to maximize value from CarCutter's platform and features (batch editing, AI background replacement, integrations, 360 tool, API); Ensure time-to-first-value is as short as possible; Conduct training sessions in German and English as needed
• Client Relationship Management : Manage a portfolio of Strategic accounts across Germany, Austria, and Switzerland; Act as the main point of contact for day-to-day strategic client needs; Fight for churn and save our most valuable customers; Identify expansion opportunities within multi-location dealership groups (5+ locations); Drive account growth by demonstrating ROI and business impact; Identify at-risk accounts early and develop action plans; Manage contract renewals and negotiate with customers on service usage and product fit; Build trust through regular check-ins and Quarterly Business Reviews (QBRs); Understand clients' business goals and challenges in the automotive retail landscape
• Product Adoption / & Utilization & Feedback Loop : Collaborate with Support and Product teams to resolve bugs or user friction points; Gather client feedback to inform product roadmap; Monitor usage metrics and proactively reach out when engagement drops; Recommend features and tools to improve operational efficiency; Identify and drive upsell opportunities through added-value features or services (360 spins, custom showrooms, DMS integrations, API usage); Demonstrate business impact through data-driven insights

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