Here at KUKUI, growth isn’t just something we talk about with our shop owners, but it’s something we live, nurture, and celebrate, especially when it starts from within.

That is why it brings us so much joy to announce the promotion of Lori Metzler  to Senior Director of Client Success.

Lori’s name has become synonymous with care, dedication, and indelible industry knowledge. She joined KUKUI ten years ago as our very first fully remote employee, bringing over twenty years of automotive experience and a heart for service that would shape not only our client success team but the culture of our entire company.

From her early days as a Client Success Coordinator, where she helped shops grow and thrive, to leading onboarding, training, and sales operations, Lori has touched nearly every corner of KUKUI. She’s been a guiding hand to teammates, a trusted voice to shop owners, and a source of steady encouragement in an industry that never slows down.

“Lori’s unwavering commitment to our clients, extensive knowledge of the industry, and deep understanding of our operations make her the perfect fit for this role,” said Eric Harber, CEO at KUKUI. “Her promotion reflects our dedication to recognizing and celebrating top talent from within our organization.”

A Heart for Shops

Ask Lori what makes a successful client relationship, and she’ll tell you it starts with truly listening.

“Listening, understanding, and trust, those are the foundations. I need to understand my clients and what their goals are so when we meet, we’re focused on what really matters to them,” Lori says.

She’s never believed in a one-size-fits-all approach. Every shop is different, which means every meeting with Lori is too. Whether it’s helping shop owners hit revenue goals, getting the right cars in the bays, reviewing website performance, diving into marketing strategies, or simply being a safe space to vent, Lori shows up with one goal in mind: make sure the client knows they matter.

And they do. Ask Joe, Jeana, Dave, Colleen, Mike, or Suzanne. They’ll tell you Lori is the real deal.

A Vision for Client Success

As Senior Director of Client Success, Lori is focused on elevating the role of client success across the board. Her mission? To help every Client Success Coordinator not only become a product expert but also a trusted advisor as someone who understands the shop, the numbers, and the bigger picture.

“Our platform is powerful, no doubt. But what makes KUKUI truly special is our people. Our client success team is more than support. We’re storytellers. Data is just numbers until someone helps you understand what it all means and that’s what we do.”

She wants every coordinator to bring that same heart to the table. To love the industry. To lean into the stories behind the spreadsheets. And most importantly, to help shops succeed.

A Hug Worth Flying For

If you want to understand who Lori is at her core, there’s one story that sums it up best.

“About six months into my time at KUKUI, I was working with Joe Sevart at I-70 Auto Service. He was in a tough neighborhood and determined to grow his Euro car count. One day, I got a call from our CEO. Joe wanted me to come to Kansas City, not for a business meeting, but to give me a hug. He was hitting his goals and just wanted to say thank you. So my son  and I flew out, had world-class BBQ, and yep, I got that hug. It’s one of the highlights of my career.”

Lori Metzler is more than just a team member. She’s a heart, a mentor, and a force of good in this industry. She sees the potential in every shop and every person she meets. And now, in her new role, she’ll keep doing what she does best, lifting others up.

Congratulations, Lori. We are so lucky to have you.