Head of Customer Success (MotorTech AI - A Keyloop Company)

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?

Duties & Responsibilities

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Own and develop the Motortech AI Customer Success methodology: discovery framework, implementation planning standards, go-live criteria, hypercare protocol and account management cadence.

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Lead, manage and develop the CS team — currently three CSMs, growing to five — providing direction, coaching and performance management.

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Serve as the senior implementation owner for our most strategic accounts — hands-on initially, then stepping back to an oversight role as the team matures — from contract signature through to stable live operation.

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Take structured handovers from the Implementation Consultant at hypercare entry, ensuring continuity of context and client confidence through the transition.

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Act as the primary escalation point for client issues across the CS team, removing the COO from the default escalation path.

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Define and track CS performance metrics across the team: time-to-go-live, NPS, renewal rate, product adoption and client health scores.

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Represent the CS function in leadership discussions and give the COO a clear line of sight into its health — a regular, structured reporting rhythm on client health, capacity, delivery and commercial risk, so that oversight can shift from day-to-day involvement to strategic guidance.

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Build and maintain strong senior relationships with key accounts — up to and including C-level — serving as a trusted advisor and commercial anchor.

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Partner closely with the Solutions Consultant and Implementation Consultant on the presales-to-delivery handover process, ensuring client context is fully captured before onboarding begins.

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Work with Jeremy (Senior Product Manager) on a structured feedback loop between client experience and product roadmap — ensuring that issues surfacing in the field are captured, prioritised and closed.

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Liaise with the wider Keyloop Customer Success teams where client onboarding spans multiple product streams.

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Recruit, onboard and develop new CSMs as the team grows, establishing a clear hiring profile and progression framework.

Skills Required

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5+ years in Customer Success, Professional Services or Implementation leadership, with at least 2 years in a people management role.

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Demonstrable experience building or significantly maturing a CS methodology — playbooks, onboarding frameworks, handover protocols — ideally in a scaling SaaS business.

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Track record of delivering complex, multi-stakeholder enterprise implementations on time and to agreed scope.

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Strong programme and project management skills: able to hold a plan, manage risk and communicate progress clearly to clients and internal leadership.

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Excellent relationship management at senior and C-level: credible, composed and commercially aware in client-facing situations.

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Experience managing a team through a period of growth and process change — comfortable building structure without over-engineering it.

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Sound judgement and the confidence to own decisions independently — comfortable being the point of accountability for the CS function and operating with autonomy, so that leadership can step back knowing issues are being handled.

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Data-driven approach to team performance: able to define meaningful CS metrics, build dashboards and use data to drive decisions.

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Experience in B2B SaaS, automotive technology, or adjacent industries is a strong advantage.

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Familiarity with dealer management systems (CDK, Keyloop Drive, Autoline or similar) is a bonus, not a requirement.