Enterprise Customer Success Manager - Remote Within The United States

OEC provides software solutions to those who work in the automotive parts and repair industry. Our solutions make it easier for automotive industry professionals to buy and sell parts, conduct repair research & planning, optimize estimates, improve the parts supply chain, and more. OEC partners with many of the world’s largest manufacturers, dealers and suppliers, shops and repairers, and service providers, giving our customers access to a comprehensive network and a streamlined workflow.

Job Summary

Plays a critical role in driving the success and growth of key customer accounts within the Collision division, with a focus on MSO (Multi-Store Operator) accounts. Focuses on managing customer portfolios, overseeing post-implementation support, and ensuring customer issues and product updates are addressed in a timely manner. Works cross-functionally with internal teams including Sales, Product, Development, and Customer Success to ensure the delivery of high-quality outcomes for customers.

Key Responsibilities

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

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

3. 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.

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

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

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

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

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

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

10. 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.

Education

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.

Experience

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.

Must also be able to demonstrate the following skills and abilities:

• 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.

Special Position Requirements

• 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.

What makes working at OEC awesome? It varies from employee to employee. For some, it's the flexibility - whether it's remote work or a hybrid or in-person role, OEC takes our teams across multiple time zones and international communities. For others, it's the strong sense of camaraderie and community that celebrates both individuals and team-driven contributions. Or it could be the empowerment and how the team is encouraged to take risks, learn, and grow within a dynamic and supportive environment. But no matter what gets us out of bed in the morning, our whole global community is inspired to be forward thinking and drive innovative solutions for the automotive parts and repair industry.

OEConnection is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite applicants and employees to voluntarily self-identify their gender, race and ethnicity. Submission of this information is strictly voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provision of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. When reported, data will not identify any specific individual. This information will be maintained separately from your application for employment. If you do not wish to self-identify at this time, you may do so in the future by submitting this form. Failure to provide the following information will not subject you to any adverse action or treatment. OEConnection is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.