Vice President of Customer Success

About BDC.ai

BDC.ai is a cutting-edge AI platform crafted to act as the most efficient virtual employee for automotive dealerships, managing all out-of-store communications including voice, text, email, chat, and video. The platform offers specialized Agentic AI products such as BDC.ai Sales, BDC.ai Service, Reception AI, Chat AI, and Parts AI designed to optimize dealership workflows and reduce dependency on traditional business development centers. By enhancing sales consultants' and service advisors' capabilities, BDC.ai aims to accelerate customer interaction, increase closing rates, and drive profitability through automation and measurable operational improvements.

Role Overview

The Vice President of Customer Success is a remote, full-time leadership position responsible for shaping and executing customer success strategies for BDC.ai’s dealership partners. This position leads the customer success team, defines objectives, and ensures customers effectively realize the value of BDC.ai’s offerings. Core responsibilities include crafting and implementing customer success plans, tracking account performance, driving adoption, and fostering customer satisfaction and retention. Close collaboration with Sales, Product, and Support teams is essential to integrate customer insights into product development, uncover expansion possibilities, and resolve complex client challenges.

Key Responsibilities

• Lead and manage the customer success team to meet performance targets and maintain high service quality.
• Develop and oversee strategies to drive product adoption and account health.
• Coordinate with Sales and Product departments to align customer feedback with product improvements and identify upselling opportunities.
• Build scalable customer success processes and reporting frameworks to monitor key metrics and communicate impact to executive leadership.
• Represent the customer perspective in strategic company decisions, ensuring customer needs are prioritized.

Required Qualifications

• Proven expertise in enhancing customer satisfaction, experience, and engagement at scale.
• Extensive experience in customer retention, account management, particularly handling enterprise or multi-location accounts.
• History of effective collaboration with sales teams to support renewals, upsells, and expansions while nurturing customer trust.
• Strong leadership background managing and mentoring high-performing, geographically distributed teams.
• Capability to design, implement, and analyze customer success processes and metrics to drive business results.
• Exceptional communication, negotiation, and relationship-building skills suited for engaging executive-level clients.
• Experience with SaaS, AI-centric platforms, or automotive retail technology preferred; dealership industry knowledge is advantageous.
• Bachelor’s degree in Business, Marketing, Communications, or related discipline required; advanced degree or equivalent leadership experience considered a plus.