Client Performance Coach

Summary

Dynatron is an automotive SaaS company that provides an AI-powered Fixed Ops Data Intelligence Platform, methodology, and expert coaching to help dealerships improve revenue, margins, and retention. The Client Performance Coach manages a portfolio of dealership clients, driving software adoption, analyzing performance data, demonstrating ROI, managing client health and retention, and coordinating with internal teams to deliver measurable business outcomes.

Responsibilities

• Serve as the primary strategic partner for a portfolio of dealership clients, building trusted relationships with General Managers, Fixed Operations Directors, Service Managers, and other key stakeholders
• Develop a deep understanding of each client's business objectives, operational challenges, and measures of success
• Establish regular engagement cadences and maintain clear success plans for assigned accounts
• Navigate challenging conversations and escalations while maintaining credibility and strengthening the client relationship
• Build relationships across multiple stakeholders to create durable partnerships that extend beyond a single customer champion
• Guide clients through adoption of Dynatron's platform, workflows, and performance methodology
• Help dealership teams incorporate Dynatron into their day-to-day operating processes rather than treating the platform as a standalone tool
• Monitor product utilization and engagement to identify adoption gaps, risks, and opportunities
• Reinforce effective platform usage through ongoing training, coaching, and consultation
• Translate software capabilities into practical business value for dealership leaders
• Analyze dashboards, utilization metrics, historical performance, and dealership data to evaluate account performance
• Translate complex data into clear, actionable recommendations for dealership stakeholders
• Demonstrate the business impact and ROI of Dynatron's solutions through regular performance conversations and executive-level presentations
• Coach clients on pricing and performance strategies, including ELR, Hours/RO, parts matrixing, Variable Labor Pricing strategies, and Warranty Filings
• Identify trends and opportunities that help clients improve profitability and operational performance
• Proactively assess account health using engagement, utilization, performance, relationship, and other relevant indicators
• Identify potential churn risks early and develop clear action plans in partnership with internal stakeholders
• Support renewal strategy by continuously demonstrating measurable value throughout the client lifecycle
• Identify opportunities where additional Dynatron solutions could create value for the customer and partner with Sales on appropriate expansion conversations
• Maintain accurate visibility into account status, risks, opportunities, and next steps
• Work closely with Sales, Product, Support, Implementation, and other Client Success teams to deliver a coordinated customer experience
• Communicate client feedback, product needs, and emerging trends to internal stakeholders
• Coordinate resolution of complex client issues and ensure appropriate follow-through
• Support successful customer transitions from implementation into ongoing Client Success
• Share insights and best practices that improve the broader customer experience
• Maintain accurate account records, meeting notes, health indicators, action plans, and follow-up activities within SugarCRM
• Prepare thoroughly for client meetings using product, performance, and historical account data
• Manage a calendar-driven customer portfolio with consistent follow-through and clear prioritization
• Participate in ongoing training, coaching calibration, and professional development
• Operate with accountability for both customer outcomes and the quality of the client experience

Skills

• * 3-5+ years of experience in B2B Client/Customer Success, SaaS account management, or a comparable customer-facing role within the automotive technology ecosystem
• * Demonstrated experience managing ongoing customer relationships beyond implementation or initial product sale
• * Experience driving software adoption, customer engagement, retention, and measurable value within a recurring-revenue business
• * Experience partnering with automotive dealerships and credibility with dealership leaders and operators
• * Understanding of dealership operations and the ability to connect software capabilities to dealership business outcomes
• Direct dealership employment is not required
• * Strong understanding of the SaaS customer lifecycle, including onboarding, adoption, value realization, retention, renewal, and expansion
• * Demonstrated ability to identify customer risk and take proactive action before issues escalate
• * Experience using business outcomes and ROI to reinforce customer value
• * Ability to recognize expansion opportunities while maintaining a consultative, client-first approach
• * Comfortable being accountable for customer health, retention, and long-term relationship quality
• * Demonstrated ability to navigate software dashboards, analyze utilization and performance metrics, and translate data into actionable client recommendations
• * Comfortable using quantitative information to tell a clear business story
• * Ability to identify patterns, performance gaps, risks, and opportunities across a portfolio of customers
• * Strong preparation and analytical habits before client conversations
• * 2+ years of hands-on experience using SugarCRM, Salesforce, or another enterprise CRM to manage customer relationships, document engagement, track account health, and maintain customer records
• * High proficiency with Google Workspace or Microsoft 365 for documentation, analysis, and executive presentations
• * Comfortable conducting client relationships through virtual collaboration platforms such as Zoom or similar technologies
• * Comfortable learning and becoming proficient in complex SaaS products and internal technology platforms
• * Strong virtual presentation, facilitation, and relationship-management skills
• * Ability to communicate effectively with everyone from daily platform users to General Managers and senior dealership leadership
• * Confidence presenting performance results and ROI to executive stakeholders
• * Ability to simplify complex information without losing the underlying business meaning
• * Comfortable navigating difficult customer conversations with professionalism and composure
• * Highly organized and effective in a remote, calendar-driven environment
• * Strong follow-through and attention to detail across a portfolio of accounts
• * Proactive rather than reactive approach to customer management
• * Coachable, adaptable, and comfortable operating against defined processes and measurable expectations
• * Demonstrated ability to work independently while partnering effectively across teams
• * Experience with Customer Success platforms such as Gainsight, Totango, ChurnZero, or similar tools is a plus

Qualifications

Must Haves

• * 3-5+ years of experience in B2B Client/Customer Success, SaaS account management, or a comparable customer-facing role within the automotive technology ecosystem
• * Demonstrated experience managing ongoing customer relationships beyond implementation or initial product sale
• * Experience driving software adoption, customer engagement, retention, and measurable value within a recurring-revenue business
• * Experience partnering with automotive dealerships and credibility with dealership leaders and operators
• * Understanding of dealership operations and the ability to connect software capabilities to dealership business outcomes
• Direct dealership employment is not required
• * Strong understanding of the SaaS customer lifecycle, including onboarding, adoption, value realization, retention, renewal, and expansion
• * Demonstrated ability to identify customer risk and take proactive action before issues escalate
• * Experience using business outcomes and ROI to reinforce customer value
• * Ability to recognize expansion opportunities while maintaining a consultative, client-first approach
• * Comfortable being accountable for customer health, retention, and long-term relationship quality
• * Demonstrated ability to navigate software dashboards, analyze utilization and performance metrics, and translate data into actionable client recommendations
• * Comfortable using quantitative information to tell a clear business story
• * Ability to identify patterns, performance gaps, risks, and opportunities across a portfolio of customers
• * Strong preparation and analytical habits before client conversations
• * 2+ years of hands-on experience using SugarCRM, Salesforce, or another enterprise CRM to manage customer relationships, document engagement, track account health, and maintain customer records
• * High proficiency with Google Workspace or Microsoft 365 for documentation, analysis, and executive presentations
• * Comfortable conducting client relationships through virtual collaboration platforms such as Zoom or similar technologies
• * Comfortable learning and becoming proficient in complex SaaS products and internal technology platforms
• * Strong virtual presentation, facilitation, and relationship-management skills
• * Ability to communicate effectively with everyone from daily platform users to General Managers and senior dealership leadership
• * Confidence presenting performance results and ROI to executive stakeholders
• * Ability to simplify complex information without losing the underlying business meaning
• * Comfortable navigating difficult customer conversations with professionalism and composure
• * Highly organized and effective in a remote, calendar-driven environment
• * Strong follow-through and attention to detail across a portfolio of accounts
• * Proactive rather than reactive approach to customer management
• * Coachable, adaptable, and comfortable operating against defined processes and measurable expectations
• * Demonstrated ability to work independently while partnering effectively across teams

Nice to Haves

• * Experience with Customer Success platforms such as Gainsight, Totango, ChurnZero, or similar tools is a plus

Benefits

• Comprehensive health, dental, and vision insurance
• Equity participation through Dynatron's Equity Incentive Plan
• Employer-paid disability and life insurance
• 401(k) with competitive company match
• Flexible vacation policy and 11 paid company holidays
• Home office setup support
• Remote-first working environment
• Ongoing professional development