Manager of Customer Success

Steer

4d•Remote

About The Position

As the Manager of Customer Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to our high-volume Scaled segments. Reporting to the Director of Customer Success, you will be the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize our CS operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will lead a supportive, high-trust team and provide the strategic structure needed to turn "crowdsourced" Slack knowledge into repeatable, data-driven playbooks that drive global retention. You understand that an Enterprise lead needs a different "touch" than a high-volume user, and you know how to build systems for both. You don't wait for a clean dashboard; you dive into the data to find the trends, churn risks, and expansion opportunities yourself. You can coach a CSM through a high-stakes executive presentation one hour and help them optimize an automated email sequence the next. You thrive in the "grey area." You see messy data and ambiguous processes as a puzzle to solve rather than a roadblock.

Requirements

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.

Nice To Haves

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

Responsibilities

Segment the Strategy: Define and iterate on the engagement models for our Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency.
Build the Health Engine: Develop a standardized Account Health Scoring system that identifies risk across the entire 1,000+ account base.
Operationalize the "Hive-Mind": Transition the team from informal Slack-based collaboration to a structured internal knowledge base and formal playbooks.
Drive Proactive Retention: Move the team away from reactive "firefighting" by using leading indicators to trigger outreach before a customer is at risk.
Mentor & Measure: Manage the day-to-day performance of the CS team, using clear KPIs to drive accountability and professional growth.