Steer - Manager of Onboarding
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Requirements
• A proven track record of managing implementation or onboarding teams in a fast-paced environment (SaaS highly preferred). • Experience leading through change—you’ve successfully navigated a team through a pivot or a process overhaul before. • A deep understanding of the "Customer Success" philosophy and how the first 30/60/90 days dictate the lifetime value of a client. • 3+ years in a leadership or management role within Onboarding, Implementation, or Customer Success. • 3+ years • Process Optimization Experience: Evidence of a time you reduced onboarding friction or shortened implementation cycles. • Stakeholder Management: Ability to navigate difficult conversations with Sales or Product teams to improve the customer experience. • Stakeholder Management: • Experience with HubSpot, Jira, or Gainsight (or similar platforms). • HubSpot, Jira, or Gainsight • Experience with automotive industry • Experience in a "Turnaround" environment where you were responsible for fixing a broken department or process.
Responsibilities
• Audit & Overhaul: Conduct a "root to branch" review of our current onboarding playbook and implement a streamlined, automated, and repeatable version. • Audit & Overhaul: • Lead the Charge: Manage, coach, and upskill a team of Onboarding Specialists, setting clear expectations and rebuilding a culture of winning. • Lead the Charge: • Bridge the Gap: Partner with Sales to ensure seamless handoffs and with Customer Success to ensure long-term health is baked into the implementation. • Bridge the Gap: • Drive Retention: Directly impact company-wide Churn and CSAT scores by ensuring every customer feels "high-touch" care through "high-tech" efficiency. • Drive Retention: • Report Progress: Define and track the metrics that matter (Time-to-Value, Activation rates, Team Capacity). • Report Progress:
Benefits
• 100% remote work environment • Medical, Dental and Vision insurance within 30 days • 100% employer-paid medical insurance • Flexible PTO with 15 days minimum • Generous Parental Leave • FSA and HSA options • Growth & Wellness Stipend • Chance to work with the latest technology • A collaborative, high ownership culture • Opportunities for development and career growth • Why Join Steer?At Steer, we align our mission of transforming the auto repair experience for shop owners and their customers with your passion for growth, innovation, and excellence. • Here, you’ll find opportunities to expand your skills, take on career-shaping challenges, and contribute to the future of the auto repair industry, all while enjoying comprehensive benefits and flexible work arrangements to support your well-being. • Our hiring process looks beyond just credentials. The school you went to at 18 doesn't define your potential to thrive and enrich our culture. Even if you don't meet every requirement, we invite you to apply.
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