Customer Success Manager (Software Product)- US Shift

#This role is for people who are at present working in a US Shift

#Immediate joiners preferred.

Location: JP Nagar, Bangalore
Work Mode: Work From Office (Mon-Fri)
Shift: US Shift

About izmo

izmocars (www.izmoltd.com / www.izmocars.com) is a leading Interactive Media and Internet Solutions company with a strong presence in the Automotive industry. With Interactive Media studios in Long Beach, CA & Brussels, Europe, we are the largest producers of automotive content in the world. Our products include Interactive Media Solutions for Automotive, Web Platform, CRM, Online Marketing and Virtual Reality Platform for the Automotive industry.

Job Description & Duties:

• Account ownership: Own the post-sale relationship for an assigned portfolio of US dealerships and dealer groups, acting as the primary point of contact during US business hours.
• Onboarding and adoption: Lead onboarding for new customers, set expectations, track milestones, and drive adoption of izmo products.
• Reviews and reporting: Run regular check-ins with dealer principals, general managers, marketing and fixed ops leaders. Present performance in clear, business-focused terms.
• Issue resolution: Triage customer requests and escalations. Coordinate with delivery, development and support teams, and give customers clear updates and timelines. Close the loop on every issue.
• Cross-time zone handoffs: Create clear, well-documented handoffs for the India day team so work continues smoothly across time zones.
• Retention and churn prevention: Monitor account health using usage, performance and feedback signals. Identify risks early and run recovery plans before customers consider leaving.
• Voice of the customer: Capture customer feedback, recurring issues and feature requests, and share them with Product in a structured way.
• Documentation: Keep CRM records, ticket notes, customer communications and renewal information accurate and up to date.

Mandatory / Primary Skills:

• 4-8 years of experience in customer success, account management or client servicing, ideally with SaaS, digital marketing or automotive customers.
• Prior experience working with US customers and a strong understanding of US business culture and communication norms.
• Excellent spoken and written English. You write clearly, listen well and stay calm on difficult calls.
• Ability to manage multiple accounts, set priorities and meet deadlines with minimal supervision.
• Comfort with CRM, ticketing and collaboration tools, and with reading dashboards and analytics reports.
• Willingness to work in the US-aligned night shift on a sustained basis.

Secondary Skills / Nice to have:

• Experience in the automotive retail or dealership industry, including sales, service and fixed operations.
• Familiarity with digital marketing (SEO, Google Ads, Meta, feed-based advertising), web analytics or GA4.
• Familiarity with CMS platforms, CRM or DMS integrations, or AI-powered products.
• Experience with renewals, expansion selling or account planning.

Success Factors:

• US customers describe izmocars as responsive, proactive and easy to work with.
• Issues raised during US hours are acknowledged quickly and resolved or clearly escalated before the shift ends.
• Customer retention, product adoption and satisfaction scores improve across your portfolio.
• Day and night teams hand over smoothly, with no dropped threads.

Our Expectations from You:

• Ownership: you treat each customer's outcome as your own.
• Structured thinking: you break down problems and communicate next steps clearly.
• Credibility: customers trust your word because you follow through.
• Curiosity and adaptability: you learn new products, tools and markets quickly.

Academic / Other Qualifications required: A bachelor's/ masters degree in business, marketing, communications or a related field, or equivalent practical experience