Manager of Customer Success
About the role
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 Are
- 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.
You Will
- 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.
You Have
- Must Have:
- Leadership Experience: 2+ years of experience managing a Customer Success team (or 4+ years as a Senior/Lead CSM ready for the next step).
- Versatile CS Background: Proven experience managing both high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication).
- Analytical Proficiency: Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on team performance.
- Systems Thinking: Ability to design processes that scale; you’ve successfully implemented a new tool, workflow, or playbook in the past.
- High Emotional Intelligence: A coaching-first management style that fits our supportive, collaborative culture.
- Nice to Have:
- Technical Literacy: Ability to work with advanced data visualization tools.
- CS Ops Familiarity: Experience selecting or implementing a CS Platform (e.g., Gainsight, Vitally, ChurnZero).
- Experience with the automotive industry
Interview Process
- Initial Screen - 30min
- Hiring Manager Interview - 45min
- Case Study Assessment - 45min
- Cross-Functional Interview - 30min
- Problem Solving Exercise - 60min
- We also require completion of the Wonderlic Assessment before the end of the process. This is done independently and takes about 20-30min.
We Offer
- 100% remote work environment
- Medical, Dental and Vision insurance within 30 days
- 100% employer-paid medical insurance
- Equity package
- Flexible PTO with 15 days 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
- Opportunities for development and career growth
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.
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