Enterprise Customer Success Manager
About the role
As an Enterprise Customer Success Manager, you will own and grow relationships with Steer's largest, most complex, and multi-location accounts. You will sit within a collaborative, high-energy team, driving executive alignment, leading quarterly business reviews (QBRs), and coordinating cross-functional initiatives to ensure our most important customers are retained and positioned for expansion.
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.
Requirements
- 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.
Qualifications
- Must have a Bachelor’s degree.
- Experience with CRM tools such as HubSpot, Slack, Google Workspace, or dedicated Customer Success platforms is a plus.
- Experience designing customer onboarding processes, integrations, marketing SaaS, or building CS frameworks from scratch is a plus.
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
Pay
- $100,000 - $150,000 annually
Schedule
- Full-time
Interview Process
- Initial Screen – 30 min with Lead Recruiter
- Hiring Manager Interview – 45 min with Head of Success
- Case Study Presentation – 60 min Assignment
- Peer Interview – 30 min with Sr. CSM
- Problem Solving Exercise – 60 min with Head of People
- Reference Checks
We Offer
- Completion of the Wonderlic Assessment before the end of the process (takes about 20-30 minutes)
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.