Client Performance Coach

Client Performance Coach

We're looking for an experienced Automotive SaaS Client Success professional to join Dynatron as a Client Performance Coach. This role sits at the intersection of Client Success, automotive expertise, software adoption, and performance consulting. You'll manage a portfolio of dealership clients, helping them translate Dynatron's technology and data into measurable business outcomes while building the trusted relationships that drive adoption, retention, and long-term growth.

This is a highly structured, fully virtual Client Success role. Most of your day will be spent managing customer relationships through scheduled meetings, account preparation, performance analysis, documentation, follow-up, and internal collaboration. You should expect:

• Approximately 45-50 hours per week
• No weekends
• Approximately six hours per day of scheduled, camera-on virtual meetings
• A portfolio of dealership customers requiring proactive relationship and performance management
• Significant use of CRM, software dashboards, performance data, and structured documentation
• Clear expectations around client engagement, adoption, retention, and performance
• Software-company compensation rather than traditional dealership compensation

The strongest performers combine the urgency and customer awareness required in automotive with the structure, discipline, and scalability required in SaaS.

Own the Client Relationship

• 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.

Drive Software Adoption & Client Value

• 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.

Demonstrate Performance & ROI

• 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.

Manage Client Health, Retention & Growth

• 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.

Partner Cross-Functionally

• 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 Client Success Discipline

• 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.

Automotive SaaS Client Success Experience

• 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. We are particularly interested in candidates who have successfully partnered with dealerships as customers while working within an automotive SaaS or technology organization.

Client Success & Commercial Acumen

• 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.

Data & Analytical Skills

• 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.

Technology & Systems

• 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.
• Experience with Customer Success platforms such as Gainsight, Totango, ChurnZero, or similar tools is a plus.
• Comfortable learning and becoming proficient in complex SaaS products and internal technology platforms.

Communication & Executive Presence

• 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.

Ownership & Execution

• 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.

What Success Looks Like

• Build trusted, strategic relationships with dealership customers.
• Drive consistent adoption and effective utilization of Dynatron's software.
• Connect platform usage to measurable dealership business outcomes.
• Demonstrate value and ROI throughout the customer lifecycle - not just at renewal.
• Identify customer risk early and act proactively to protect the relationship.
• Create strong customer advocates while contributing to retention and expansion.
• Maintain accurate, actionable customer information within the CRM.
• Partner effectively across