Customer Engagement Manager

myKaarma provides SaaS solutions for automotive dealership fixed operations, combining communication, scheduling, and payment tools. The Customer Engagement Manager will serve as a performance consultant for dealership clients, identifying operational gaps, improving platform adoption, managing account health, and driving customer performance and retention.

Responsibilities:

• Own a book of business and the cadence of client engagement, performance reviews, follow-up, and documentation
• Conduct remote consultative engagements that improve dealer operations and utilization across myKaarma’s product suite
• Track key performance indicators and use performance trends to identify operational gaps, improvement opportunities, and accounts requiring additional support
• Identify at-risk accounts and implement corrective strategies designed to strengthen engagement, customer value, and long-term account health
• Maintain accountability for timely delivery, reliability, and customer satisfaction across assigned accounts
• Navigate sensitive operational discussions with dealership leaders at multiple levels, adapting the focus and communication approach to the audience
• Manage larger and more strategic relationships across dealer groups and/or OEM partners
• Identify expansion opportunities through strong account relationships that may contribute to increased MRR and ACV
• Partner with Consulting and Operations leadership to analyze, improve, and scale internal processes
• Use a genchi genbutsu consultative approach when appropriate to understand client operations and drive performance
• Protect recurring revenue and minimize churn risk across assigned accounts

Requirements:

• 4–8 years of relevant experience in the automotive industry (dealer, vendor, or OEM), consulting, or a similarly demanding environment
• Bachelor's degree in Business, Management, Operations, or a related field, or equivalent relevant work experience
• Strong knowledge of dealership fixed operations, from appointment taking through payment processing, including the repair-order (RO) lifecycle
• Strong analytical and problem-solving skills, including the ability to identify patterns and trends and translate data into actionable insights
• Familiarity with established change-management techniques and experience helping customers or stakeholders adopt new processes or ways of working
• Strong relationship management and communication skills, with the persistence and professionalism to navigate challenges and drive customer performance
• Ability to work autonomously, prioritize strategically, and consistently deliver high-quality work on time
• Prior fixed-operations and/or performance or customer-success consulting experience
• Experience in a growth-stage division or start-up environment