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, and your mission is to drive executive alignment, lead quarterly business reviews (QBRs), and coordinate cross-functional initiatives to ensure our most important customers are retained and positioned for expansion.

Responsibilities

• Drive end-to-end management of strategic accounts, including account planning, QBRs, renewal readiness, and expansion identification.
• Help shape the future of Enterprise CS at Steer—building the strategic playbooks and defining how we support complex accounts at scale.
• Own the Enterprise Lifecycle, mitigating risk and driving growth by creating clear account plans for top-tier accounts.
• Streamline executions by leading smooth onboarding transitions, coordinating reporting and campaign strategies, and resolving complex issues before they become urgent.

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.

Qualifications

• 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.

Skills

• 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.

Benefits

• 100% remote work environment
• Medical, Dental, and Vision insurance within 30 days (100% employer-paid)
• Equity package
• Flexible PTO with a 15-day minimum
• Generous Parental Leave
• FSA and HSA options
• 401(k)
• Growth & Wellness Stipend
• WFH Equipment
• Culture: Collaborative, high-ownership culture with clear opportunities for career growth

Pay

Competitive salary based on experience and qualifications.

Schedule

Full-time position with flexible working hours.

Contact

To apply, please submit your resume and cover letter. Interviews will be conducted via video call.

Interview Process

• Initial Screen – 30 min with Lead Recruiter
• Hiring Manager Interview – 45 min with Head of Success
• Case Study Presentation – 60 min
• Peer Interview – 30 min with Sr. CSM
• Problem Solving Exercise – 60 min with Head of People
• Reference Checks

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.