Manager of Customer Onboarding

Steer

3d•Remote

About The Position

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 We are looking for a strategic, high-energy Manager of Customer Onboarding to redefine the first 90 days of our customer journey. Currently, our onboarding process needs a visionary to strip it back and rebuild it for scale, efficiency, and world-class customer experience. Reporting directly to the Director of Customer Success, you will own the most critical phase of the lifecycle: the transition from "Sold" to "Successful." Your mission is to slash Time-to-Value, boost team morale through better workflows, and build a department that serves as the bedrock for long-term customer retention. This isn't just about managing a team; it’s about architecting a new standard of excellence. This role is 100% remote for US-based candidates.

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.
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.

Nice To Haves

Experience with HubSpot, Jira, or Gainsight (or similar platforms).
Experience with automotive industry
Experience in a "Turnaround" environment where you were responsible for fixing a broken department or process.

Responsibilities

Conduct a "root to branch" review of our current onboarding playbook and implement a streamlined, automated, and repeatable version.
Manage, coach, and upskill a team of Onboarding Specialists, setting clear expectations and rebuilding a culture of winning.
Partner with Sales to ensure seamless handoffs and with Customer Success to ensure long-term health is baked into the implementation.
Directly impact company-wide Churn and CSAT scores by ensuring every customer feels "high-touch" care through "high-tech" efficiency.
Define and track the metrics that matter (Time-to-Value, Activation rates, Team Capacity).