Strategic Customer Success Manager
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. 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.
Requirements
- 5+ years of experience managing complex, strategic B2B SaaS accounts (ideally multi-location or enterprise-scale).
- A proven history of driving world-class retention metrics; you know how to protect the core business (GRR) while identifying upsells to boost NRR.
- Exceptional presentation, project management, and relationship skills, with the ability to command a room of executive stakeholders.
- Demonstrated success managing the entire post-sale lifecycle, including renewals, expansions, health tracking, and cross-functional initiatives.
Nice To Haves
- Familiarity with automotive, franchise, or Multi-Shop Operator (MSO) business models.
- Experience using HubSpot, Slack, Google Workspace, or dedicated Customer Success platforms.
- Prior experience assisting with customer onboarding design, integrations, marketing SaaS, or building CS frameworks from scratch.
Responsibilities
- 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.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
