Join us as we deploy our Tesla-like, end-to-end vehicle commerce platform across the entire vehicle retail industry.

• Proven scale: Tens of millions in vehicle revenue processed for 20+ leading brands and dealerships in just over a year.

• Trusted by all tiers: From publicly traded OEMs with billions in annual GMV to fast-growing newcomers and a broad dealer network.

• Backed to win: $17.2M raised from Activant Capital, JPMorgan, Winnebago, Y Combinator, the Tesla alumni fund, large dealership groups, and other strategic investors.

Be part of the team building the infrastructure powering the next era of vehicle commerce.

Client & Product Success Manager

We’re hiring a Client & Product Success Manager — a full stack operator who owns customer outcomes end-to-end, builds infrastructure to speed up product loops, and takes on mission-critical projects with company-wide implications.

This is a rare role at the intersection of Client Success, Product, and Engineering. You’ll be the primary owner of day-to-day customer partnership (dealers + OEMs) - ensuring top quality onboarding, QBRs, proactive health scoring, and client-specific projects. You’ll also help build Product Ops at Ekho: customer research / voice of customer, QA rigor, feature request shaping, AI-native documentation systems? and the mechanisms that keep product loops tight and high-signal.

Ekho’s surface area is huge: high-velocity shopper flows, intricate dealer portals, internal ops tools, and a compliance-heavy transaction engine that streamlines arguably the most complicated transaction type there is, in all 50 states. As we scale, we need someone who can keep customers successful today while building systems that make us faster, more rigorous, and more scalable tomorrow.

Core mission: Maximize positive outcomes for our current customers, and build systems that enable us to scale to the next 1,000.

Responsibilities

1) Client Success

• Own the full client lifecycle: onboarding → adoption → retention → expansion → delight.

• Run cadenced customer engagement, tailored by account size/complexity:

  • Regular customer check-ins (weekly/biweekly/monthly)

  • QBRs and executive-ready recaps for larger dealer groups and OEMs

• Build metric-driven health checks and operationalize them (dashboards + recurring reviews).

• Deliver proactive, “ahead of the customer” partnership:

  • Monitor for anomalies, product issues, and operational edge cases

  • Escalate and coordinate fixes with engineering before issues become fire drills

• Track and drive completion of all client-related projects:

  • Onboarding and rollout plans

  • SOP creation/maintenance

  • Client dashboarding + performance reporting

  • Strategy and growth recommendations

  • Renewal / upsell / cross-sell in collaboration with Sales

• Own a high-trust communication layer: crisp timelines, clear expectations, and calm execution under ambiguity.

2) Product Ops

Documentation

• Own end-to-end documentation: structure, quality, cadence, and accountability.

• Measure effectiveness (e.g., deflection, time-to-resolution, adoption) and continuously iterate.

• Evolve toward AI-enabled docs and support experiences over time. Goal is for Ekho’s platform to be so easily understandable that it supports a self-serve onboarding motion.

Research (qual + quant)

• Execute high-quality qualitative research with dealers/OEMs/users; synthesize into actionable insights.

• Build research systems: interview pipelines, survey workflows, insight repositories, and feedback taxonomy.

• Quantitative research:

  • Account-sliced product usage metrics and dashboards (e.g., OEM/dealer views)

  • Experimentation / measurement loops as the org matures

Quality assurance

• Own the QA feedback loop from customers + dogfooding:

  • Identify what’s broken, what’s brittle, and what needs hardening

  • Route issues to the right engineers with high-quality repro steps and impact framing

  • Educate the team (leadership and product team) on where the puck is going

• Systematize QA over time: release checklists, repeatable test plans, regression coverage, and lightweight infrastructure.

Product feedback loops

• Own feature request management:

  • Capture → dedupe → cluster → shape into sprint-plannable units with clear impact framing

• Produce the “unit of information” product teams use in planning:

  • Problem statement, who it affects, frequency/severity, expected ROI, proposed direction, acceptance criteria

• Support roadmap visibility for customers with high-integrity timelines and clear sequencing.

3) Special Projects

• Own longer-standing, ambiguous “figure this out” initiatives

  • Go deep on workflows, edge cases, operational reality, and customer truth

  • Produce crisp, executive-ready outputs

  • Serve as the client domain expert/proxy as product/ops changes are designed and executed

4) Voice of Customer

• Be the organization’s living memory of what customers are saying and why it matters.

• Proactively educate the team:

  • Surface patterns, rank pain points, and separate signal from noise

• Systematize insight aggregation using tools and workflows (e.g., tagging, ranking, searchable repository).

Required Skills & Experience

• 3–10+ years in a high-ownership role (Client Success, Solutions/Implementation, Product Ops, BizOps, Consulting, Ops/Strategy, or similar) at a fast-moving technology company.

• Track record of executing ambiguous work with high quality and minimal oversight.

• Excellent written communication: you can turn messy inputs into clear results.

• Product intuition and systems thinking: you can find root causes, not just react to feature requests.

• Analytical comfort: you can work with dashboards/metrics, reason about ROI, and prioritize with rigor.

• Extremely high attention to detail, especially in workflow-heavy and compliance-sensitive contexts.

• Extremely AI-pilled. You use AI to move faster, write better, analyze quicker, and build leverage.

Preferred Qualifications

• Experience in regulated or high-complexity domains (automotive, fintech, payments, logistics, insurance, mobility).

• Familiarity with dealership/OEM workflows or distributed retail operations.

• Leadership trajectory: excitement to grow into leadership role with experience and execution.

Company Benefits

• Competitive compensation and meaningful equity

• Health, dental, and vision insurance

• Free in-office lunch and dinners

• Annual team offsite