Strategic Customer Success Manager - Remote

Overview

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.

In Short

• 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

Requirements

• Experience in customer success or account management
• Strong understanding of loyalty programs and marketing automation
• Ability to manage multiple clients and projects simultaneously
• Excellent communication and interpersonal skills
• Proficiency with Salesforce and Gainsight
• Technical aptitude to assist with integrations and troubleshooting
• Experience in training and enablement
• Ability to analyze data and present insights effectively
• Strong problem-solving skills

Benefits

• Competitive salary and benefits package
• Opportunity to work with a dynamic team
• Professional development opportunities
• Flexible working environment
• Impactful role in a growing company