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, 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 5+ years of experience managing complex, strategic B2B SaaS accounts (ideally multi-location or enterprise-scale).
• 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.

Skills

• Expert Relationship Builder: Strategic, proactive account ownership with deep trust-building capabilities.
• Comfortable with Complexity: Managing large, multi-location customers with competing priorities, high expectations, and multi-stakeholder dynamics.
• Structure Builder: Energized by the "grey area" and passionate about designing strategic playbooks for complex accounts.
• Commercially Minded & Composed: 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
• Chance to work with the latest technology
• A collaborative, high-ownership culture with clear opportunities for career growth

Pay

• Competitive salary based on experience and qualifications

Schedule

• Full-time remote position