Strategic Customer Success Manager

The AutoVitals loyalty rewards product, BayIQ, offers an automated marketing platform to the independent tire and automotive repair industry, addressing each critical marketing function. BayIQ’s loyalty rewards program, combined with key features like automated service reminders, email and text message marketing, appointment scheduling, and online reviews gives auto shops the tools they need to increase car count and average repair orders by building customer loyalty. 

We’re looking for an experienced, strategic-minded Strategic Customer Success Manager to guide our most valuable BayIQ client relationships, multi-location auto repair businesses, through onboarding, adoption, and long-term success with our loyalty rewards software. You’ll serve as the primary advisor for your assigned portfolio (typically 10+ locations per client), ensuring stakeholders across all locations realize value, follow best practices, and contribute to strong retention and growth. You’ll collaborate closely with Sales, Product, and Support teams to drive client satisfaction while sharing key insights across the business. 

Responsibilities

• Own relationships with high-value BayIQ clients, becoming their trusted advisor from onboarding through long-term adoption
• Understand and guide each client’s goals, helping optimize rewards program performance and location-level, as well as corporate-level success
• Lead training and enablement across multi-location businesses with multiple stakeholders, both during onboarding and on an ongoing basis
• Monitor account health using tools like Gainsight and Salesforce, proactively identifying risks and opportunities for growth
• Collaborate cross-functionally with Sales to support upsell motions and with Product to advocate for client-driven improvements
• Assist with integrations and basic technical troubleshooting, coordinating with internal experts and third-party integration partners as needed
• Respond to support tickets from your assigned accounts, resolving issues directly when possible and escalating appropriately when it’s not
• Present insights and results to key decision-makers, often across operations, marketing, and ownership teams
• Contribute to playbooks, processes, and strategies that improve customer outcomes and maximize BayIQ value

• 4+ years of experience in a client-facing SaaS role, preferably with key or strategic accounts (mid-market or enterprise)
• A curious, resourceful, and solution-oriented mindset- you’re not afraid to dig in, figure things out, and proactively address challenges
• Proven ability to build relationships across multiple stakeholders and departments, including operations, marketing, and ownership
• Strong communication and presentation skills, with the confidence to guide clients and influence internal teams
• Comfortable working with lightly technical topics like integrations, data syncing, and reporting, and partnering with technical experts when needed
• Highly organized and self-motivated, with the ability to manage multiple accounts, competing priorities, and shifting needs in a remote, fast-paced environment
• Fast learner who can ramp up quickly on new products, tools, and concepts with minimal hand-holding
• Must be eligible to work in the United States.
• Bonus: Proficiency using Salesforce, MySQL, Gainsight, Zoom, Slack, Google Calendar, or equivalent

• Bonus: Familiarity with the automotive industry and/or customer marketing software

• Medical/Dental/Vision

• Flexible Spending Account
• 401K Match
• Flexible PTO

Salary Range Transparency

Full Time, Salary Exempt $110,000 - $130,000 Total On Target Earnings

Salary to be determined by based on factors including but not limited to relevent experience, knowledge, skills, other job-related qualifications and alignment with market data.