Manager, Customer Success - Ford Pro

Job Description

Lead, mentor, and scale a high-performing team of Customer Success Managers dedicated to delivering exceptional value to our Small and Medium-sized Business (SMB) customers. This role requires a strategic leader with a proven track record in managing customer-facing teams, a deep understanding of the Small and Medium-sized Business (SMB) market, and a passion for cultivating outstanding customer experiences.

Responsibilities

The primary responsibilities for this position include but are not limited to:
 

• Strategic Leadership:
  • Develop and execute a comprehensive customer success strategy to maximize customer value and achieve business objectives.
  • Contribute to strategic planning for Customer Success, aligning with company KPIs and overall business goals.
  • Proactively anticipate problems and opportunities, developing solutions to ensure a best-in-class customer experience.
• Team Leadership & Development:
  • Lead, mentor, and develop a high-potential team of Managers and team members.
  • Foster a culture of collaboration, over-achievement, continuous learning, and open communication.
  • Guide the team through periods of change, maintaining motivation and focus while providing honest communication about the current state.
• Customer Engagement & Advocacy:
  • Attain trusted advisor status with customers by developing in-depth knowledge of Ford Pro products and services, as well as industry trends.
  • Develop and grow strong relationships with business leaders to ensure customers realize the value of their investment in Ford Pro and identify opportunities for expansion.
  • Drive alignment with renewals and sales functions to optimize customer renewal experience, contributing to successful customer renewals and retention targets.
• Process Optimization & Execution:
  • Define and deploy new processes to accelerate speed to value and drive product adoption.
  • Build and refine operations to fit the current business and plan for future growth.
  • Execute the customer success strategy, leading to efficiencies in our coverage model to drive great customer experience.
• Data Analysis & Reporting:
  • Utilize Salesforce analytics and reporting to drive business decisions and measure the effectiveness of customer success initiatives.
  • Work with sales operations and data & analytics organizations to build out dashboard reports that communicate the effectiveness of identified programs and investments to Executive Leadership.
  • Work within the limitations of some of the lack of automation in the business.
• Cross-Functional Collaboration:
  • Serve as a competent business partner and develo forging relationships that allow for collaboration and trust across teams.

Qualifications

Minimum Qualifications:

Education:
 

• Bachelor's degree in fields like Business Administration, Marketing, Communications, or a related field. (Successful candidates will be required to provide proof of degree completion for the highest level of education attained. If the degree was obtained from a school outside of Canada, an Education Credential Assessment report showing Canadian equivalency is also required).

Experience: 
 

• At least 3-5 years of experience leading and managing customer service or customer success teams, including direct reports.
• Minimum of 2 years of experience utilizing CRM systems (e.g., Salesforce) for customer interaction management and reporting.
• A verifiable track record of consistently achieving and exceeding key performance indicators (KPIs) and business objectives within a customer-focused environment.

Preferred Qualifications:

Education:
 

• Master's degree in Business Administration (MBA) or relevant certifications is preferred.

Experience: 
 

• 5+ years of experience managing customer service or customer success teams, particularly within a dynamic, fast-paced, or high-growth environment.
• Advanced proficiency in leveraging Salesforce analytics and other business intelligence tools to drive strategic decisions and measure the effectiveness of customer success initiatives.
• Proven experience in defining, deploying, and optimizing customer-facing processes to enhance efficiency, accelerate speed to value, and improve product adoption.
• Demonstrated ability to mentor, coach, and develop managers or senior team members, fostering continuous learning and career growth within the team.
• In-depth knowledge of Ford Pro products and services, or significant experience within the automotive, fleet management, or related B2B service industries.
• Experience serving as a business partner, building trust, and driving collaborative initiatives across multiple cross-functional departments.
• A track record of creative problem-solving and implementing innovative solutions to complex customer challenges or operational inefficiencies.

We thank all applicants for their interest, but only those selected for an interview will be contacted.

Ford of Canada is an Equal Opportunity Employer and is committed to a culturally diverse workforce. Accommodations for applicants with disabilities throughout the recruitment, selection and / or assessment processes, where needed, are available upon request. Please inform Human Resources of the nature of any accommodation(s) that you may require. 

Candidates for this position must be legally entitled to work in Canada. Ford Motor Company of Canada, Limited does not sponsor work permit applications.