Customer Engagement Manager

At myKaarma, we’re not just leading the way in fixed ops solutions for the automotive industry—we’re redefining what’s possible for dealership service centers. Headquartered in Long Beach, California, and powered by a global team, our industry-leading SaaS platform combines communication, scheduling, and payment tools in one seamless solution that keeps dealerships and vehicle owners connected. With myKaarma, every service interaction flows effortlessly, bringing good karma to customers and service teams.

Rooted in the principles of the Toyota Production System, we operate with precision, efficiency, and a relentless focus on continuous improvement to deliver a better experience for all. We’re looking for innovators, problem-solvers, and tech enthusiasts passionate about building solutions that people love to use. If you’re ready to make an impact in an industry ripe for change, join us at myKaarma and help shape the future of automotive service.

Title: Customer Engagement Manager

Role: Full time

Preferably located in West or Central Time Zone (USA)

Own and Grow Client Relationships

• Take full ownership of a defined book of business, driving platform adoption and dealership performance through data-backed strategy and regular check-ins.
• Serve as the primary point of contact, fostering strong relationships that turn clients into brand champions.
• Proactively identify accounts with declining engagement or underperformance and implement targeted recovery plans to restore health and value realization.

Drive Product Engagement and Operational Excellence

• Conduct high-impact remote consultations to elevate dealership performance across the full suite of platform solutions.
• Monitor key performance indicators (KPIs) and provide ongoing recommendations for operational improvements.
• Use storytelling, benchmarking, and data to influence dealership stakeholders from frontline managers to GMs and dealer principals.

Deliver Client Success with Accountability

• Be responsible for customer satisfaction, platform reliability, and timely delivery of insights and support for all accounts in your portfolio.
• Confidently lead discussions across varying levels of dealership leadership, tailoring your approach to resonate with each audience.

Partner Strategically Across Teams

• Collaborate with the VP of Operations & Consulting and Director of Engagement to refine internal processes, identify new playbooks, and scale best practices.
• Support strategic relationships across larger dealer groups and OEM partners to maximize account value and retention.
• Identify and pass along expansion opportunities, upsell potential, and cross-sell opportunities based on customer needs and platform engagement.

Champion Continuous Improvement

• Where necessary, apply a "Genchi genbutsu" ("go and see") approach to dive deep into dealer operations and recommend tailored strategies that yield measurable performance gains.

Growing Your Career

• Our team is growing, so should your career path. By proving yourself as a high performer, position yourself for forthcoming opportunities in management, parallel departments, and/or potential new divisions
• Be vocal. We’re open to developing new processes to assist in our scaling & improve our overall client experience. Drive performance today, help shape tomorrow
• Gain insight into critical strategic initiatives with a direct line to the Executive team

What You Should Know (The Real Talk)

Every job has its highlight reel - and its hard truths. We believe in transparency, so here’s what to expect:

You’re the Frontline.

When something breaks, doesn’t work, or isn’t understood, you’re the first person a customer turns to. You’ll be the calm voice in a storm, and sometimes that means absorbing frustration that isn’t your fault.

Not Everyone is Easy to Work With.

Some customers may be unresponsive, difficult, or even outright disagreeable. Your ability to stay professional, patient,and proactive is key to your success.

You’re the Frontline.