Customer Success Manager

About Carpay

Carpay provides software for Buy Here Pay Here dealers and small auto finance businesses, helping them collect payments and manage loan portfolios more efficiently.

Role Overview

We are seeking a Customer Success Manager to oversee a portfolio of small and mid-sized business accounts and make sure customers fully adopt the platform and achieve strong outcomes with Carpay. This position brings together onboarding, training, retention, and account expansion. You will own customer relationships across your portfolio and work closely with Sales, Product, and Support to support long-term success.

Key Responsibilities

• Lead remote training sessions for newly closed customers and help them get started smoothly.
• Deliver training to dealership teams and other customer stakeholders as needed.
• Support new customers through the early implementation stage.
• Manage a portfolio of SMB accounts and act as the main contact for those customers.
• Build proactive communication cadences that improve adoption and ongoing engagement.
• Spot accounts that may be at risk and take the lead on retention actions.
• Help customers continue getting value from a month-to-month subscription model.
• Assist with expansion opportunities, including project-based add-ons and new product lines.
• Track onboarding progress and customer health metrics across your book of business.
• Use account data to surface retention concerns before they turn into churn.
• Record account learnings and patterns to help improve the broader Customer Success function.

Reporting Line

This role reports to the Head of Customer Success and is an important part of strengthening customer relationships as the company scales.

Candidate Profile

The ideal candidate has hands-on experience in Customer Success, Account Management, SaaS, fintech, automotive, or a related area, with a track record of working with SMB accounts or managing a book of business. You should be confident leading remote trainings, communicate clearly in writing and speech, and bring a strong sense of ownership. The role also calls for a resourceful, problem-solving mindset, commercial awareness, and the ability to work independently in a remote setting.

Preferred Background

Extra consideration will be given to candidates with experience in B2B SaaS Customer Success or Account Management, as well as those who have supported expansion revenue or upsells within existing accounts.

Compensation

The position offers a base salary of $50,000 to $55,000 per year, with target earnings of about $60,000 per year including quarterly performance bonuses.

Work Environment and Benefits

• Fully remote team structure.
• Small-team environment with a high level of ownership.
• Direct access to leadership.
• Freedom to help shape processes rather than simply follow them.
• Medical, dental, and vision coverage.
• Paid vacation and sick leave.
• Collaborative culture with low ego.

Who This Role Is For

This opportunity is suited to someone who wants meaningful responsibility and measurable impact, not just a job title. If you are motivated by helping BHPH dealers and small lenders operate more effectively and want to grow with a lean, ambitious fintech team, this role may be a strong fit.