Steer - Strategic Customer Success Manager
Requirements
• Enterprise Mastery: 5+ years of experience managing complex, strategic B2B SaaS accounts (ideally multi-location or enterprise-scale). • Enterprise Mastery: • Commercial Acumen: A proven history of driving world-class retention metrics; you know how to protect the core business (GRR) while identifying upsells to boost NRR. • Commercial Acumen: • Executive Communication: Exceptional presentation, project management, and relationship skills, with the ability to command a room of executive stakeholders. • Executive Communication: • Lifecycle Oversight: Demonstrated success managing the entire post-sale lifecycle, including renewals, expansions, health tracking, and cross-functional initiatives. • Lifecycle Oversight: • Industry Experience: Familiarity with automotive, franchise, or Multi-Shop Operator (MSO) business models. • CS Ecosystem Tech: Experience using HubSpot, Slack, Google Workspace, or dedicated Customer Success platforms. • CS Ecosystem Tech: • Playbook Design: Prior experience assisting with customer onboarding design, integrations, marketing SaaS, or building CS frameworks from scratch. • Playbook Design:
Responsibilities
• Own the Enterprise Lifecycle: Drive end-to-end management of strategic accounts, including account planning, QBRs, renewal readiness, and expansion identification. • Own the Enterprise Lifecycle: • Build the Strategic Playbook: Help design Steer's enterprise CS framework, defining how we proactively support and scale our highest-value accounts. • Build the Strategic Playbook: • Champion Cross-Functional Alignment: Partner with Support, Onboarding, Product, Sales, and RevOps to resolve complex escalations and translate customer feedback into internal action plans. • Champion Cross-Functional Alignment: • Mitigate Risk & Drive Growth: Create clear account plans for top-tier accounts to give the broader team visibility into enterprise health, revenue risks (GRR), and net revenue opportunities (NRR). • Mitigate Risk & Drive Growth: • Streamline Executions: Lead smooth onboarding transitions, coordinate reporting and campaign strategies, and resolve complex issues before they become urgent. • Streamline Executions:
Benefits
• 100% remote work environment • Medical, Dental, and Vision insurance within 30 days (100% employer-paid medical) • Flexible PTO with a 15-day minimum • Generous Parental Leave • FSA and HSA options • Growth & Wellness Stipend • Chance to work with the latest technology • A collaborative, high-ownership culture with clear opportunities for 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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