The Role
Own a portfolio of automotive aftermarket clients, driving retention, satisfaction, platform adoption, and growth. Conduct strategic account reviews, analyze digital marketing performance, identify churn risks, translate data into practical recommendations, resolve cases, and coordinate with internal teams. Use AI tools to streamline account reviews, analyze trends, and prepare communications. Maintain proactive relationships with small business owners while supporting client success and campaign performance.
Summary Generated by Built In
Our Company
KUKUI’s mission is to provide the automotive after-market industries a platform to enable our clients to capture new market share and provide a customer relationship management system to conduct superior outbound marketing programs, improve their customer relationships, and promote customer retention programs, and ultimately increase their revenue. We give business owners advantages they’ve never experienced before. Through Kukui’s All-in-One Success Platform, businesses from mom-and-pop shops to large enterprises, dominate their local markets.Our Team
Our team consists of remarkable individuals with incredible stories. Our backgrounds vary from technology, liberal arts, public relations, grad school, and a variety of other experiences. We learn fast, adapt quickly to change, and juggle multiple responsibilities. We’re friends, we’re committed to what we do, and we’re committed to each other. Sound appealing? We think so.About the Role
The Client Success Coordinator (CSC) owns a portfolio of automotive aftermarket clients and is accountable for their satisfaction, retention, and growth on the KUKUI platform. This isn’t a support role where you wait for the phone to ring. You’re the strategic partner who helps shop owners understand their marketing performance, identifies opportunities to improve their results, and proactively intervenes when something isn’t working.Your clients are auto repair shop owners and operators. They’re hands-on, direct, skeptical of marketing fluff, and short on time. They don’t need someone who reads them dashboard numbers — they need someone who can explain what’s working, what’s not, and what to do about it in plain language. If you’re comfortable having honest, data-informed conversations about ROI with small business owners, you’ll do well here.
We're building AI into our CS workflows and need people who are already comfortable with these tools. You'll be expected to use AI to streamline account reviews, analyze campaign performance, and prepare client-facing materials, not as an experiment, but as part of how you work.
Responsibilities & Duties
• Own your book of business: Manage a portfolio of clients with direct accountability for retention, satisfaction, and platform adoption. You know the health of every account and you act before problems become cancellations.• Conduct strategic account reviews: Regularly review each client’s marketing performance (website, SEO, SEM, reputation, social). Come prepared with specific insights, not just data. Recommend concrete next steps.
• Proactively identify at-risk clients: Monitor engagement, usage, and campaign performance. When you see early warning signs, reach out. Don’t wait for the client to call you.
• Translate data into action: Help shop owners understand their digital marketing results in plain, practical terms. Connect the numbers to what matters to them: more cars in the bay, more repeat customers, more revenue.
• Coordinate across teams: Work with designers, developers, the sales team, and production to deliver on client needs. You’re the single point of accountability for your clients, even when the work involves other teams.
• Drive adoption of the KUKUI platform: Ensure clients are using the tools available to them. Identify underutilized features and help clients get more value from their subscription.
• Use AI to work smarter: Leverage AI tools to prepare for account reviews, draft client communications, and analyze trends across your portfolio. We're early in adopting AI across the CS team and want people who are already doing this naturally.
• Stay current: Keep up with changes in digital marketing, automotive aftermarket trends, and KUKUI platform updates. Bring relevant insights to your clients proactively.
• Manage and resolve open cases efficiently, including supporting other team members’ clients when needed.
• Other duties and responsibilities as assigned.
Qualifications & Skills
Required• 2+ years in client-facing account management, client success, or digital marketing account services. Agency experience is a strong plus.
• Working knowledge of digital marketing fundamentals: SEO, SEM/Google Ads, website analytics, reputation management, and social media marketing. You don’t need to be an expert, but you need to understand these well enough to have a credible conversation with a client about their results.
• Comfort with data. You can look at a marketing dashboard, identify what’s working and what’s not, and explain it to someone who isn’t a marketer.
• Strong written and verbal communication. You’re clear, professional, and direct without being scripted.
• Highly organized with strong time management. You’ll be balancing multiple clients, cases, and internal requests simultaneously.
• Proactive by nature. You reach out, follow up, and solve problems before they escalate. You don’t wait to be told.
• Experience using AI tools (ChatGPT, Claude, or similar) in your actual workflow. Not just familiarity, but regular use to get work done faster and better.
• Comfortable working with small business owners. Our clients are shop operators who value straight talk over polished presentations.
Strongly Preferred
• Experience in the automotive aftermarket or working with auto repair / service industry clients.
• Agency background in digital marketing account management or client services.
• Experience with CRM and client success platforms (Planhat, HubSpot, Salesforce, Gainsight, or similar).
• Understanding of website design, local SEO, and Google Business Profile optimization.
• Experience with client retention strategies — identifying churn risk, building engagement plans, and executing save plays.
• Bachelor’s degree in marketing, communications, business, or related field.
What Success Looks Like
In this role, you’ll be measured on outcomes, not activity. The metrics that matter:• Client retention rate across your portfolio.
• Client satisfaction and engagement (are your clients showing up to reviews and acting on recommendations?).
• Platform adoption (are your clients using the tools available to them?).
• Proactive outreach (you’re reaching out to at-risk clients before they contact you — or before they churn silently).
• Response time and case resolution (you close the loop quickly and thoroughly).
We’re looking for someone who treats their portfolio like their own business. Your clients’ success is your success.
Compensation & Benefits
• Competitive Base Salary• 4 Weeks Paid Time Off
• 7 Days Paid Sick Time
• 1 Birthday Day Annually
• 1 Floating Holiday
• 7 Paid Holidays + Annual Holiday Break
• Annual Anniversary Bonus
• 401k
• Family, Medical & Bereavement Leave
• Employee Assistance Program
• Employee Work-Life Wellness Program
• Remote Employee Reimbursement Program
• Health, Dental, Vision, Life Insurance, and Disability
• Kukui Active (50% paid gym membership up to $100)
• Team Building Events
• LinkedIn Learning Partner
• Employee Referral Bonus
Equal Opportunity Employer
Skills Required
- 2+ years of client-facing account management, client success, or digital marketing account services experience
- Working knowledge of SEO, SEM or Google Ads, website analytics, reputation management, and social media marketing
- Ability to analyze marketing dashboards and explain performance to non-marketers
- Strong written and verbal communication skills
- Strong organization and time-management skills
- Proactive approach to outreach, follow-up, and problem solving
- Regular experience using AI tools such as ChatGPT or Claude in a work workflow
- Comfort working with small business owners
- Automotive aftermarket or auto repair/service industry experience
- Digital marketing agency account management or client services experience
- Experience with CRM or client success platforms such as Planhat, HubSpot, Salesforce, or Gainsight
- Understanding of website design, local SEO, and Google Business Profile optimization
- Experience with client retention, churn-risk identification, engagement plans, and save plays
- Bachelor's degree in marketing, communications, business, or a related field
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The Company
What We Do
The KUKUI team passionately improves technology for the betterment of people and businesses worldwide. Put simply, we bring our clients new customers, increase our clients' marketing ROI, and decrease their operating costs. We bring the power of data-driven decision making to business owners so they can better navigate ever-changing economic and marketing landscapes. Before, only large corporations could afford advanced software solutions or track customers from first contact to final purchase. Now, Kukui provides brick-and-mortar local businesses that same competitive advantage.
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