Client Success Manager

About HopDrive

HopDrive is creating an advanced enterprise mobility platform tailored for the automotive industry. Starting as a driver service for dealership pickups and deliveries, the platform has evolved into a flexible SaaS and managed-services solution that helps automotive businesses coordinate short-distance vehicle movements, manage mobility-related tasks, and monitor workforce efficiency.

Its applications include service concierge, remote test drives, shuttle services, and consumer-paid vehicle transportation. Clients may utilize HopDrive as a SaaS tool to manage their own teams or opt for comprehensive services supported by HopDrive's valet labor and operational support. The company fosters an inclusive, diverse environment encouraging ambitious growth alongside a balanced work-life culture.

Role Overview

The Client Success Manager is a proactive and well-organized professional responsible for partnering with customers to ensure they derive significant value from HopDrive’s platform and services. This position involves owning client relationships across SaaS and full-service accounts, acting as a trusted advisor and internal advocate to promote product adoption, resolve challenges, and uncover expansion possibilities.

Key Responsibilities

• Manage and nurture a portfolio of client accounts via proactive communication and advocacy.
• Facilitate onboarding procedures and drive ongoing engagement to maximize product utilization and customer satisfaction.
• Analyze account health and metrics to identify potential risks and ways to improve client retention.
• Pinpoint opportunities for upselling based on client objectives and operational insights.
• Develop deep expertise in HopDrive’s product offerings and guide clients in effective platform deployment.
• Partner with Product and Technology teams to relay client feedback that shapes product enhancements.
• Coordinate with Operations to deliver seamless service for clients leveraging HopDrive’s valet labor.
• Take ownership of client projects, issue escalations, and ensure diligent follow-up with clear communication.
• Represent HopDrive at client visits, program launch events, trade shows, and other industry gatherings as necessary.

Performance Indicators

• Clients recognize the manager as a dependable and forward-thinking partner.
• Growth in product adoption rates and elevated client involvement.
• Early detection and resolution of account risks.
• Effective and timely management of client concerns with transparent communication.
• Consistent identification and pursuit of expansion opportunities.
• Delivery of strong, measurable outcomes from both SaaS and full-service engagements.

Candidate Qualifications

• Bachelor’s degree or equivalent professional experience required.
• Minimum of four years in roles such as client success, account management, or similar client-facing positions.
• Previous exposure to automotive dealerships or dealership groups preferred.
• Proven ability to juggle multiple clients and projects autonomously.
• Excellent verbal and written communication skills.
• Strong organizational capabilities and disciplined task follow-through.
• Comfortable interpreting performance data to inform customer conversations.
• Willingness to travel approximately 20% for client visits and industry events.

Position Details

• Full-time employment with flexible standard business hours.
• Remote work based in the United States, with occasional travel for client engagements and events.
• Work primarily from home office with some in-person commitments.
• Physical demands include sustained seated work, effective communication across digital channels, and limited travel involving moderate physical activity.

Compensation and Benefits

• Base salary ranging between $80,000 and $90,000 annually.
• Eligibility for quarterly performance-based bonuses.
• Comprehensive medical, dental, and vision insurance coverage.
• Unlimited paid time off.
• 401(k) plan with safe harbor matching, available after one year of employment.