Customer Success Manager

About Carketa

Carketa builds the platform that connects the automotive aftermarket warranty ecosystem. Our VelociFI and AmpliFI products give agents, agencies, dealerships, and Third-Party Administrators the tools to work together more seamlessly — with greater transparency, clearer communication, and less friction at every step. We're looking for driven people to join us at a pivotal stage of growth.

Role Summary

The VelociFI Customer Success Manager partners with the Account Management Lead to deliver an exceptional experience to every VelociFI customer. You extend the Lead's reach — running onboarding, training, ongoing adoption, and tier-one support for the agents and operations teams who use VelociFI day to day. Your measure of success is how well those users are trained, engaged, and getting real value from the platform.

Who Thrives Here

- Lead with proactivity. You spot adoption gaps and training needs before anyone has to ask.
- Teach with patience. You meet users where they are and help them get real value from the platform, regardless of their technical background.
- Stay organized under pressure. You juggle requests from multiple accounts without dropping the ball.
- Partner across teams. You work shoulder-to-shoulder with the Account Management Lead and coordinate smoothly with cross-functional partners.

Key Responsibilities

- Run onboarding for new VelociFI users — platform setup, core workflows, and initial configuration.
- Deliver ongoing training, both scheduled and ad hoc, to deepen adoption and unlock more value for users.
- Monitor user engagement across the Account Management Lead's book and flag concerns early, before they become churn risks.
- Provide responsive tier-one support for VelociFI questions and escalate to Product or Engineering when needed.
- Coordinate with the AmpliFI training and support teams so users who span both products get a seamless experience.
- Contribute to onboarding playbooks, training materials, and knowledge-base content — improve what works, fix what doesn't.
- Surface user feedback, feature requests, and usability observations to Product and the Account Management Lead.

Qualifications

- 2+ years in customer success, customer support, onboarding, or client-facing training — ideally in business-to-business software.
- Strong training and presentation skills — comfortable leading live sessions, screen shares, and group walkthroughs.
- Patient, clear communication with users of varying technical ability.
- Organized and responsive — able to manage requests from multiple accounts simultaneously.
- Basic technical aptitude — able to navigate software platforms, troubleshoot common issues, and learn new systems quickly.

Preferred Qualifications

- Experience in automotive, Finance & Insurance, warranty, or dealer services.
- Background in onboarding, implementation, or enablement roles.
- Familiarity with the agent and agency distribution model.
- Interest in growing into an Account Manager role as Carketa scales.

Why Join Carketa

- Ground-floor opportunity at a company reshaping how the automotive aftermarket warranty ecosystem works together.
- Direct impact — your work shapes the product, the team, and the market.
- Hands-on mentorship from the Account Management Lead, with a clear path to grow into account ownership.
- Collaborative, low-ego culture.

Carketa is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.