Job description
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.
