Customer Success Team Overview

Feel free to slide or navigate through the different roles in the below Customer Success Team overview. For more in-depth information about a specific role click ``learn more``.


  • Direct Reports

  • Education / Experience

  • Application / Technical Aptitude

  • Soft Skills

  • Role Requirements

  • Account Strategist



  • None

  • 1-2 years of experience

  • •CRM/Salesforce Experience
    •Strong computer skills (Word, Excel, PowerPoint, Outlook)
    •Familiarity with Digital Media platforms (Google Ads, Microsoft Ad, Facebook, YouTube, Google Analytics)

  • •Internal presentation skills
    •Confident verbal & written communications with command
    •Customer-centric mindset
    •Propose mutually beneficial business solutions
    •High-quality work
    •Critical thinker; ability to anticipate needs and impact of decisions
    •Time management skills
    •Collaborate & problem-solve cross-functionally
    •Self-motivated, critical thinker
    •Understands the big picture
    •Treat other departments with respect

  • •Understand & use SOPs
    •Meet & communicate deadlines
    •Understand & use the L2TPlaybook
    •Hold monthly review calls
    •Know the rate card & OEM programs
    •Escalate issues to manager
    •Understand competitive landscape

  • Senior Account Strategist



  • None

  • 3+ years of experience

  • Mastery of Acct. Strategist Tech Aptitude Skills
    •Utilization of L2T Internal Systems
    •Analyze results & find areas of opportunity

  • Mastery of Acct. Strategist Soft Skills
    •Prepare presentations for customers
    •High-level of customer service
    •Comfortable presenting results to clients
    •Analyze & develop recommendations
    •Cross-sell products
    •Objection handling
    •Mentor & train new hires
    •Develop strong cross-department relationships

  • Mastery of Acct. Strategist Role Requirements
    •Understand L2T benchmarks & KPIs
    •Client management
    •Close upsell/cross-sell opportunities
    •Meet/exceed sales goals
    •Maintain sales pipeline
    •Communicate value of L2T products & features
    •Identify at risk revenue

  • Supervisor (People Management)



  • One to Three

  • •4-6 years of experience
    •Experience in Digital Platforms

  • Mastery of Sr. Acct. Strategist Tech Aptitude Skills
    •Understand technical processes
    •Individual contributor & supervisor

  • Mastery of Sr. Acct. Strategist Soft Skills
    •Presentation creation for internal & external audiences
    •Lead company & industry presentations
    •High-level of customer service
    •Task delegation & management
    •Performance planning/coaching
    •Create team processes
    •Create a collaborative team
    •Leadership & Coaching
    •Conflict resolution

  • Mastery of Sr. Acct. Strategist Role Requirements
    •Coach team on best practices
    •Plan, prioritize & delegate work
    •Develop & launch SOPs
    •Personnel budgeting & team structure
    •Understand L2T mission/vision & how they impact profitability

  • Supervisor (Client)



  • None

  • •4-6 years of experience
    •Experience in Digital Platforms

  • Mastery of Sr. Acct. Strategist Tech Aptitude Skills
    •Understand technical processes
    •Individual contributor & supervisor

  • Mastery of Sr. Acct. Strategist Soft Skills
    •Presentation creation for internal & external audiences
    •Lead company & industry presentations
    •High-level of customer service
    •Cross-sell for business solutions
    •Report progress up & down
    •Manage & exceed customer expectations
    •Develop processes
    •Collaborate across departments
    •Leadership
    •Conflict resolution

  • Mastery of Sr. Acct. Strategist Role Requirements
    •Able to travel 25-40% of the time
    •Quarterly in-person client visits
    •Become a true digital expert & partner
    •Management of highest net revenue dealer groups
    •Consultative selling & retention

  • Manager



  • Four or More

  • •5+ years of experience
    •3+ years management experience
    •3 years of experience in Digital Platforms

  • Mastery of Supervisor Tech Aptitude Skills
    •Own & lead internal procedures
    •Team leader
    •Problem-solving for technical issues

  • Mastery of Supervisor Soft Skills
    •Create an engaged team
    •Strong customer-centric mindset
    •Present monthly to customers on results & opportunities
    •Attention to detail & QA
    •Aptitude at screening new hire candidates
    •Prioritize work
    •Oversight of workflow
    •Solve tech problems & create solutions
    •Emotional Intelligence
    •Thought leader
    •Coach & support team members

  • Mastery of Supervisor Role Requirements
    •Oversee SOPs
    •Workforce planning
    •People management
    •Drive culture of continuous improvement
    •Set department goals
    •Coordinate KPIs
    •Participate in Quarterly Business Reviews
    •Be a subject matter expert
    •Train team to own their responsibilities

  • Senior Manager



  • Four or More

  • •7+ years of experience
    •4 years management experience
    •4 years of experience in Digital Platforms
    •Proficient in Office Suite

  • Mastery of Manager Tech Aptitude Skills
    •Develop & maintain new product processes
    •Lead team in trainings
    •Business case creation
    •Partner on software investments

  • Mastery of Manager Soft Skills
    •Ensure team is notified of all business information
    •Strong customer-centric mindset
    •Train team on customer-first initiatives
    •Perform gap analysis & develop plan to have the team fix the gaps
    •Prioritize work
    •Solve tech problems & create solutions
    •Emotional Intelligence
    •Thought leader
    •Support team & develop long-term team goals

  • Mastery of Manager Role Requirements
    •Ensure SOPs utilization
    •Own & manage dept. budgets
    •Coordinate KPIs
    •Set department goals
    •Workforce planning/management with finance & supervisor
    •Develop & manage employees
    •Drive product innovation & participate in vendor calls

  • Associate Director



  • Four or More

  • •10+ years of experience
    •4 years management experience
    •5-6 years of experience in Digital Platforms
    •Proficient in Office Suite
    •Strategic solutions for clients

  • Mastery of Sr. Manager Tech Aptitude Skills
    •Solve complex tech problems w/o assistance
    •Lead product investment initiatives
    •Able to extract insights
    •Knowledge of current digital technologies in automotive & marketing

  • Mastery of Sr.Manager Soft Skills
    •Strong writing & editing skills
    •Polished presentation skills
    •Strong customer-centric mindset
    •Train team on customer-first initiatives
    •Coach and instill staff accountability
    •Aptitude at screening new hire candidates
    •Provide clear direction
    •Motivate cross-functional teams
    •Process improvements & efficiencies

  • Mastery of Sr. Manager Role Requirements
    •Coordinate KPIs & execution plans to meet metrics
    •Set annual and short-term dept. Goals
    •Develop annual team budget
    •Budget reforecasting, new revenue streams
    •Support Sales & CST in client meetings
CST