Steer - Manager of Scaled Customer Success
Requirements
• Leadership Experience: 2+ years of experience managing a Customer Success team (or 4+ years as a Senior/Lead CSM ready for the next step). • Versatile CS Background: Proven experience managing both high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication). • Versatile CS Background: • Analytical Proficiency: Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on team performance. • Analytical Proficiency: • Systems Thinking: Ability to design processes that scale; you’ve successfully implemented a new tool, workflow, or playbook in the past. • Systems Thinking: • High Emotional Intelligence: A coaching-first management style that fits our supportive, collaborative culture. • High Emotional Intelligence: • Technical Literacy: Ability to work with advanced data visualization tools. • Technical Literacy: • CS Ops Familiarity: Experience selecting or implementing a CS Platform (e.g., Gainsight, Vitally, ChurnZero). • CS Ops Familiarity: • Experience with the automotive industry
Responsibilities
• Segment the Strategy: Define and iterate on the engagement models for our Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency. • Segment the Strategy: • Build the Health Engine: Develop a standardized Account Health Scoring system that identifies risk across the entire 1,000+ account base. • Build the Health Engine: • Account Health Scoring system • Operationalize the "Hive-Mind": Transition the team from informal Slack-based collaboration to a structured internal knowledge base and formal playbooks. • Operationalize the "Hive-Mind": • Drive Proactive Retention: Move the team away from reactive "firefighting" by using leading indicators to trigger outreach before a customer is at risk. • Drive Proactive Retention: • Mentor & Measure: Manage the day-to-day performance of the CS team, using clear KPIs to drive accountability and professional growth. • Mentor & Measure:
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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