Strategic Customer Success Manager

About the role

As a Strategic 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: Mitigate risk and drive growth by creating 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

• 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: Experience using HubSpot, Slack, Google Workspace, or dedicated Customer Success platforms.
• Playbook Design: Prior experience assisting with customer onboarding design, integrations, marketing SaaS, or building CS frameworks from scratch.

Skills

• You are a strategic, proactive account owner who can build deep trust with both C-suite executives and day-to-day operational contacts.
• You thrive when managing large, multi-location customers with competing priorities, high expectations, and multi-stakeholder dynamics.
• You are energized by the "grey area" and love building order out of chaos. You want to help design the playbook for strategic accounts, not just execute an existing one.
• You are highly organized, focused on driving business value, and able to remain calm under pressure while balancing customer advocacy with internal capacity.

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
• Collaborative, high-ownership culture with clear opportunities for career growth

Pay

• Competitive salary based on experience and qualifications

Schedule

• Full-time position

Why Join Steer?

• Transforming the auto repair experience for shop owners and their customers
• Opportunities to expand skills and take on career-shaping challenges
• Contribute to the future of the auto repair industry
• Comprehensive benefits and flexible work arrangements to support well-being
• Culture of collaboration, high ownership, and clear opportunities for career growth