Note: The job is a remote job and is open to candidates in USA. Steer is a company that offers a suite of software tools for automotive repair shops, focusing on customer relationship management and innovative solutions. As the Manager of Scaled Customer Success, you will lead a team of Customer Success Managers, overseeing both high-touch Enterprise partnerships and high-volume Scaled segments, while developing strategies to enhance customer retention and operational efficiency.
Responsibilities
- Define and iterate on the engagement models for our Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency
- Develop a standardized Account Health Scoring system that identifies risk across the entire 1,000+ account base
- Transition the team from informal Slack-based collaboration to a structured internal knowledge base and formal playbooks
- Move the team away from reactive 'firefighting' by using leading indicators to trigger outreach before a customer is at risk
- Manage the day-to-day performance of the CS team, using clear KPIs to drive accountability and professional growth
Skills
- 2+ years of experience managing a Customer Success team (or 4+ years as a Senior/Lead CSM ready for the next step)
- Proven experience managing both high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication)
- Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on team performance
- Ability to design processes that scale; you've successfully implemented a new tool, workflow, or playbook in the past
- A coaching-first management style that fits our supportive, collaborative culture
- Ability to work with advanced data visualization tools
- Experience selecting or implementing a CS Platform (e.g., Gainsight, Vitally, ChurnZero)
- Experience with the automotive industry
Benefits
- 100% remote work environment
- Medical, Dental and Vision insurance within 30 days
- 100% employer-paid medical insurance
- Equity package
- Flexible PTO with 15 days minimum
- Generous Parental Leave
- FSA and HSA options
- 401(k)
- Growth & Wellness Stipend
- WFH Equipment
- Chance to work with the latest technology
- A collaborative, high ownership culture
- Opportunities for development and career growth
Company Overview
Steer is a marketing and communications platform built to help auto repair shops grow. It was founded in 2006, and is headquartered in Boston, Massachusetts, USA, with a workforce of 51-200 employees. Its website is http://www.mechanicadvisor.com.