Strategic Customer Success Manager

Summary

Join our team as a Strategic Customer Success Manager and guide our most valuable BayIQ clients (multi-location auto repair businesses) through onboarding, adoption, and long-term success with our loyalty rewards software. You will serve as the primary advisor for your assigned portfolio, ensuring stakeholders across all locations realize value and contribute to strong retention and growth. Collaborate with Sales, Product, and Support teams to drive client satisfaction and share key insights. This role requires managing client relationships, leading training, monitoring account health, collaborating cross-functionally, assisting with technical troubleshooting, presenting insights, and contributing to process improvements. The ideal candidate possesses 4+ years of experience in a client-facing SaaS role, strong communication skills, and the ability to manage multiple accounts in a fast-paced environment. We offer a competitive salary, benefits, and opportunities for professional growth.

Requirements

• 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

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

Preferred Qualifications

• Proficiency using Salesforce, MySQL, Gainsight, Zoom, Slack, Google Calendar, or equivalent
• Familiarity with the automotive industry and/or customer marketing software

Benefits

• Medical/Dental/Vision
• Flexible Spending Account
• 401K Match
• Flexible PTO
• Salary Range Transparency