- Position: Client Experience Manager
- Reports to: Vice President of Client Success
- Work location: Remote, PA
- Travel: Up to 25 percent for in-market dealer visits
- Base salary: $70,000 to $80,000
- First year OTE: $110,000 to $140,000
- Employment type: W-2 - Full time, exempt
ABOUT ALPHA DRIVE AI
Alpha Drive AI builds an AI communication platform for automotive dealerships. Our software answers calls, follows up on leads, books appointments, and keeps dealership customers engaged when a human cannot get to the phone. Dealers use us because the platform recovers revenue that would otherwise be lost to missed calls and slow follow up.
We are growing quickly and our clients are demanding. Dealership operators run their business on daily numbers, and they expect a vendor partner who understands that pressure and responds to it. The Client Experience Manager role exists to make sure every rooftop we sign gets the outcome we promised.
THE ROLE
You will own a portfolio of dealership clients after implementation goes live. You are responsible for the health of those relationships, the results the dealers get from our platform, and the revenue those accounts produce over time. That includes keeping accounts, growing them, earning referrals, and closing renewals.
This is not a ticket queue job. You will be expected to see patterns before your clients do, diagnose why an account is underperforming, build a plan, and drive it to a result. When the issue sits with the product rather than the client, you will be the person who documents it clearly and hands your Vice President a package they can take straight to the product team.
WHAT YOU WILL DO
▪ Own account health. Grade every account in your book on a defined health scale, keep those grades current, and know exactly why each one sits where it does.
▪ Drive performance, not check ins. Review platform results with each dealer on a set cadence, tie those results to their store metrics, and adjust configuration, training, or process when the numbers are not where they should be.
▪ Turn around at risk accounts. Identify accounts trending toward cancellation early, build a written recovery plan, run it, and report progress to your Vice President.
▪ Handle escalations directly. Take complaints from general managers, dealer principals, and department heads without losing composure, get to the real problem, and close the loop.
▪ Identify recurring issues. Track what is going wrong across your book, separate one off problems from systemic ones, and prepare clear written summaries with evidence for your Vice President to review with product and engineering.
▪ Grow the book. Find expansion opportunities inside existing groups, sell additional rooftops and additional capability, and generate referrals from satisfied dealers.
▪ Close renewals. Own the renewal conversation for your accounts, including the commercial terms, and bring contracts to signature on time.
▪ Serve as the Level 1 escalation point. Take tickets the Level 1 support team cannot confidently classify and decide whether a request is an upsell opportunity, an existing roadmap item, a candidate for the roadmap, or genuinely unsupported and in need of objection handling.
▪ Know where diagnosis stops. Form a root cause hypothesis and produce a well documented ticket for product or engineering. Do not attempt to resolve issues that require pathway logic, resolver code, infrastructure changes, or that span multiple systems in ways that do not match a known failure pattern.
▪ Visit your market. Travel to dealerships in person for business reviews, turnaround work, new relationship building, and group level meetings.
▪ Keep the system clean. Log activity, health grades, risk notes, and opportunities in HubSpot. Open and track product and defect items in Jira with enough detail that someone else can act on them.
WHAT SUCCESS LOOKS LIKE
These are the outcomes we will measure and coach against.
▪ First 30 days. Introduced to every account in your book, initial health grades assigned, and your top five risk accounts identified with a written plan for each.
▪ First 90 days. Running your full account cadence without prompting, carrying escalations to resolution on your own, and submitting your first recurring issue summary to your Vice President.
▪ First 12 months. Rooftop retention at or above the target set for your book, renewals closed on or ahead of schedule, and a documented contribution to expansion and referral revenue.
WHO WE ARE LOOKING FOR
The people who do well here share a specific profile. Read this section carefully before you apply.
▪ You think like a consultant. You diagnose before you prescribe. You ask about the business behind the complaint, and you can explain to a dealer why their result is what it is.
▪ You solve problems instead of routing them. Your first instinct is to figure it out, not to forward it.
▪ You move fast. You answer quickly, you follow up without being asked, and you do not let items sit.
▪ You can take heat. An angry dealer principal on a Monday morning does not rattle you. You stay professional, absorb the frustration, and turn the conversation toward a fix.
▪ You are professional in front of anyone. You can hold your own with a dealer principal, a general manager, a service director, and a twenty year old BDC rep on the same visit.
▪ You write clearly. Your notes and summaries are good enough that a leader can act on them without asking you three follow up questions.
REQUIRED QUALIFICATIONS
▪ Three or more years in client success, account management, or a comparable client facing role carrying retention or revenue responsibility.
▪ Experience in at least one of the following: SaaS, artificial intelligence products, or selling and supporting automotive dealerships as a vendor.
▪ A track record of managing multiple accounts at once and keeping commitments across all of them.
▪ Working knowledge of HubSpot and Jira, or clear evidence that you learn systems like these quickly and use them without being reminded.
▪ Comfort with performance data. You can read a report, find the story in it, and explain it to a client.
▪ Residence inside the assigned market, or willingness to relocate there before your start date.
▪ Willingness to travel up to 25 percent, and a valid driver license with a clean enough record to rent vehicles.
PREFERRED QUALIFICATIONS
▪ Direct experience working with franchise or independent dealerships, dealer groups, or automotive OEM programs.
▪ Experience with dealership systems such as a DMS, a CRM used by stores, or BDC and call center operations.
▪ History of carrying and hitting a retention, renewal, or expansion number.
▪ Experience turning around a book of unhappy accounts.
▪ Working knowledge of REST and API fundamentals, including status codes, request versus response structure, and required versus optional fields, sufficient to read a raw API or tool call log and identify what failed.
▪ Ability to read a call transcript alongside a system trace and recognize the shape of a failure, such as a timeout, a malformed request, a missing field, or an AI misread of a valid response, well enough to form a root cause hypothesis and write a clear, actionable ticket. This is diagnostic pattern recognition, not code level troubleshooting, and does not require a technical or engineering background.
▪ Familiarity with the failure categories common to conversational AI platforms, including opcode resolution, availability handling, DMS sync, dead air or response loops, and incorrect AI responses. Comparable experience triaging recurring issue types in a technical product also applies.
▪ Experience navigating a conversational AI or call platform interface to pull and review call records. This is trainable on the job and not required at hire.
OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.
COMPENSATION
Base salary: $70,000 to $80,000, based on experience and assigned market.
First year on target earnings: $110,000 to $140,000.
Variable compensation is paid on four levers. Full mechanics, weightings, and payout timing are covered in the compensation plan provided during the interview process.
▪ Retention performance measured by rooftop churn against your assigned book
▪ Upsell and expansion revenue inside your accounts
▪ Referrals generated from your accounts that convert to new business
▪ Contract renewals closed
Alpha Drive AI also offers standard company benefits, which will be reviewed with you during the process.
TRAVEL
This role travels up to 25 percent. Travel is concentrated in your assigned market and is scheduled around business reviews, turnaround visits, new client onboarding support, and dealer group meetings. Company approved travel expenses are reimbursed.
INTERVIEW PROCESS
We run a structured process. Every candidate is evaluated against the same criteria at each stage, and we will tell you where you stand after each step.
1. Recruiting screen. Background, market fit, compensation alignment, and travel willingness.
2. Competency interview. Structured behavioral interview covering how you have handled client conflict, competing priorities, and accountability.
3. Interview and assignment with the Vice President of Client Success. This conversation covers your consulting approach and ends with a take home project.
4. Project presentation and decision. You will present your work back to the Vice President of Client Success, and to additional leaders where appropriate.
About the project. You will be given a volatile client management scenario and asked to lay out how you would enter the situation, get to know the clients, grade the health of each account, turn performance around, re-earn trust, and take the relationship to a stronger place than it was before the trouble started. We are evaluating your thinking, your structure, and your judgment. We are not looking for a rehearsed answer.
HOW TO APPLY
Apply through the posting. Tell us in a few sentences about an account you saved, or one you lost and what you learned from it. That answer matters more to us than a cover letter.
EQUAL EMPLOYMENT OPPORTUNITY
Dealer’s Greatest Assets d/b/a Alpha Drive AI LLC is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital status, veteran or military status, citizenship status, or any other characteristic protected by federal, state, or local law.
We provide reasonable accommodation for qualified individuals with disabilities and for religious observances and practices. If you need an accommodation to participate in the application or interview process, contact our recruiting team and we will work with you.
Employment with Dealer’s Greatest Assets d/b/a Alpha Drive AI LLC is at will. This posting describes the general nature of the work performed in this role and is not an exhaustive list of all duties, responsibilities, or requirements. It does not constitute an employment contract or a guarantee of compensation.
WORK ENVIRONMENT
This position operates in a professional home office or approved remote work environment and routinely uses standard office equipment including computers, phones, and video conferencing tools. It requires extended periods of computer and phone use. Regular travel to client sites, team meetings, and industry events is required.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit, stand, walk, use hands to handle and feel, and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds, such as marketing materials, product samples, or trade show materials. Ability to communicate effectively in person, via phone, and via video conferencing for extended periods is required. The employee must be comfortable with frequent travel, including air travel, driving, and extended time away from the primary work location.
POSITION TYPE AND EXPECTED HOURS OF WORK
This is a full-time position. Hours of work may vary and flexibility is required. Evening and weekend availability may occasionally be needed based on client schedules, event commitments, and varying time zones.
FLSA STATUS
Exempt
WORK AUTHORIZATION
Applicants must be legally authorized to work in the United States. This is a fully remote position within the United States; visa sponsorship is not available at this time.
Pay: $70,000.00 - $80,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- Tell us in a few sentences about an previous account you saved, or one you lost and what you learned from it. This answer matters more to us than a cover letter.
Education:
Experience:
- Client Success: 3 years (Required)
- AI: 1 year (Required)
Language:
Location:
Willingness to travel:
Work Location: Remote
