Strategic Customer Success Manager

Job Description

Job Description

Steer offers a suite of software tools for today's automotive repair shop. We combine a mix of software tools that a repair shop needs to run a highly profitable shop, in one user-friendly, cost-effective platform. Through the Steer suite, we allow the shop owner to get back to focusing on what matters, and to stop worrying about marketing and customer retention.

Steer began as an online directory for drivers to find a local mechanic. Fast forward to today, Steer has launched a complete Customer Relationship Management (CRM) marketing suite, complete with text messaging, email automation, direct mail integration, reputation management, appointment reminders, declined/recommended services, and many other features. We are always innovating and we are proud to be a leader in the automotive repair industry. In August 2024 Steer acquired AutoOps - the leader in modern, intelligent, and fully integrated scheduling software for auto repair shops. AutoOps allows customers to smoothly schedule through a shop's website and Google Business Profile.

About the Role

As a Strategic Customer Success Manager, you will own and grow relationships with Steer's largest, most complex, and multi-location accounts. Sitting within a collaborative, high-energy team, your mission is to drive executive alignment, lead QBRs, and coordinate cross-functional initiatives to ensure our most important customers are retained and positioned for expansion. Beyond managing your book, you will help shape the future of Enterprise CS at Steer—building the strategic playbooks and defining how we support complex accounts at scale.

You Are

• An Expert Relationship Builder: You are a strategic, proactive account owner who can build deep trust with both C-suite executives and day-to-day operational contacts.
• Comfortable with Complexity: You thrive when managing large, multi-location customers with competing priorities, high expectations, and multi-stakeholder dynamics.
• A Structure Builder: You are energized by the "grey area" and love building order out of chaos. You want to help design the playbook for strategic accounts, not just execute an existing one.
• Commercially Minded & Composed: You are highly organized, focused on driving business value, and able to remain calm under pressure while balancing customer advocacy with internal capacity.

You Will

• Own the Enterprise Lifecycle: Drive end-to-end management of strategic accounts, including account planning, QBRs, renewal readiness, and expansion identification.
• Build the Strategic Playbook: Help design Steer's enterprise CS framework, defining how we proactively support and scale our highest-value accounts.
• Champion Cross-Functional Alignment: Partner with Support, Onboarding, Product, Sales, and RevOps to resolve complex escalations and translate customer feedback into internal action plans.
• 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).
• Streamline Executions: Lead smooth onboarding transitions, coordinate reporting and campaign strategies, and resolve complex issues before they become urgent.

You Have Must Have

• Enterprise Mastery: 5+ years of experience managing complex, strategic B2B SaaS accounts (ideally multi-location or enterprise-scale).
• 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.
• Executive Communication: Exceptional presentation, project management, and relationship skills, with the ability to command a room of executive stakeholders.
• Lifecycle Oversight: Demonstrated success managing the entire post-sale lifecycle, including renewals, expansions, health tracking, and cross-functional initiatives.

Nice to Have

• 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.
• Playbook Design: Prior experience assisting with customer onboarding design, integrations, marketing SaaS, or building CS frameworks from scratch.

Interview Process

1. Initial Screen – 30 min with Lead Recruiter

2. Hiring Manager Interview – 45 min with Head of Success

3. Case Study Presentation – 60 min Assignment

4. Peer Interview – 30 min with Sr. CSM

Problem Solving Exercise – 60 min with Head of People

5. Reference Checks

We Offer

• 100% remote work environment
• Medical, Dental, and Vision insurance within 30 days (100% employer-paid medical)
• Equity package
• Flexible PTO with a 15-day 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 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.

Join Steer to be part of a forward-thinking, flexible, and collaborative culture where you are empowered to do meaningful and impactful work.

We value diversity and believe that forming teams in which everyone can be their authentic self is key to our success. We welcome applications from those with diverse backgrounds and industries.

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.