Customer Success Manager (Global Product B2B)

Ready to Make an Impact in Automotive Intelligence?

We’re seeking an experienced and commercially minded Customer Success Manager to manage strategic relationships with our international enterprise and mid-size SaaS clients. In this high-profile role, you’ll deliver an exceptional customer journey by understanding client needs, aligning with their roadmaps, and proposing solutions that drive measurable value. 

Your focus will be on customer engagement, retention, subscription renewals, and commercial growth across a portfolio of high-value global accounts – shaping the future of automotive intelligence as the industry rapidly evolves. 

With 28 years of trusted expertise, SBD Automotive is leading the way with world-class research and consulting that helps clients deliver safe, secure, sustainable, and seamless mobility.

If you're looking for a role where you can make a real difference and grow your impact — this could be the one. Read on.

A DAY IN THE LIFE

Your mission is clear: drive retention and growth by leading strategic customer success, subscription renewals, and engagement across global accounts.  The sales cycle varies so a typical day will vary. It will be fast-paced and diverse — starting with analysing dashboards to plan engagement roadmaps and flag risks before they impact retention.

You’ll spend a significant part of your day engaging with key clients, reviewing their past use of our report products, understanding their future roadmaps, and developing tailored proposals that meet their evolving needs. You'll also plan and lead strategic business reviews aligned with subscription renewal cycles, ensuring their subscription aligns with their goals whilst clearly demonstrating the ongoing value of SBD products.  You’ll then update the CRM to reflect the information from your meetings.  

You will prepare regular internal business updates on sales pipeline and conversions. Internal collaboration is key as you work closely with Sales and Product teams to share feedback and prioritise new features.

You also onboard new clients, tailoring resources to ensure their success and updating training materials as needed. Before the day ends, you spot upsell opportunities from usage insights and craft personalised growth strategies.

Your key responsibilities include:

• Leading renewal planning and execution for enterprise and mid-sized accounts
• Owning strategic engagement and delivering quarterly reviews with key customers
• Identifying upsell opportunities using usage insights
• Managing onboarding for all account tiers and maintaining training materials
• Monitoring usage and content engagement to flag risks and drive retention
• Maintaining dashboards for renewals, adoption, and domain performance
• Collaborating with Sales and Product to align on growth and roadmap priorities

Every day is different, but your mission stays the same: to drive retention and growth through leading customer success, subscription renewals, and engagement across global accounts.

ABOUT YOU

To thrive in this role, you will demonstrate the following skills and behaviours:

• Experience of B2B sales is essential (and experience in digital SaaS based sales including retainer contracts, annual contracts, subscription models is desirable but not essential)
• Experience in Dynamics CRM  or similar CRM tools
• Curious and courageous, you uncover insights that drive growth while raising risks and challenge assumptions early.
• Collaborative and compassionate, you align cross-functional teams with customer priorities and communicate effectively across diverse needs.
• Commercially savvy and data-driven, you tailor sales strategies to maximise value, retention, and upsell opportunities.
• Strategically minded, you identify long-term growth, align sales with marketing, and leverage deep product knowledge to position competitive solutions.
• A customer experience champion, you shape CRM strategies that build loyalty and put customers at the heart of everything we do.

OTHER GREAT SKILLS YOU MAY HAVE

• Experience in SaaS type subscription models and renewals.
• Knowledge of the Automotive landscape and understanding the complexities of the procurement processes.
• Knowledge of CRM Dynamics or similar applications to manage account health and hygiene.
• Ability to scope and analyse PowerBI dashboards that help with account management planning.
• Experience working with Product Owners in helping bridge customer expectations on product requirements.

WHY SBD AUTOMOTIVE  

We are a global automotive research and consulting organization employing talented individuals in three global business regions with a worldwide customer base. We support our customers and deliver confidence through clarity, insight and vision to support better and informed decisions in the fast-changing mobility market.  

• Join a company with 28 years of trusted expertise and a proven track record of success.
• Be part of our entrepreneurial environment and help to shape the future relationship between people and cars. 
• Our teams operate in six locations: China, Germany, India, Japan, UK, and USA. Be a part of a global outward mix of people and growth opportunities. 
• Our corporate goals of Efficiency, Accountability, Agility and Growth ensure we stay at the top of our game and create opportunities for development
• Our values of Compassion, Collaboration, Courage, Curiosity and Commitment are part of every decision we make - we care about our people, our clients and our personal growth and development. 
• Benefits include Pension, Life Assurance, Health Care, Performance based bonus and opportunities for Equity Sharing.
• Hybrid working and flexibility.
• Employee and client satisfaction is at the forefront of everything we do. 

Interested? Please apply with your CV and Cover letter 

SBD Automotive is an Equal Opportunities employer