Stellenbeschreibung

About Steer

Steer provides an integrated software platform tailored for modern automotive repair shops to run profitable businesses effectively. The platform combines various essential tools into a single, user-friendly, and economical solution, allowing shop owners to concentrate on their core operations without worrying about marketing and customer retention. Originally starting as an online directory connecting drivers to local mechanics, Steer has evolved to deliver a comprehensive Customer Relationship Management (CRM) suite featuring text messaging, email automation, direct mail integration, reputation management, appointment reminders, and service recommendations. In August 2024, Steer expanded its capabilities by acquiring AutoOps, a leader in advanced scheduling software, enhancing seamless appointment booking through shop websites and Google Business Profiles.

Role Overview

As the Manager of Customer Success, you will oversee a team of 10 Customer Success Managers managing both high-touch Enterprise partnerships and high-volume Scaled customer segments. Reporting directly to the Director of Customer Success, your role bridges personalized relationship management and automated digital engagement. Your key objective will be to standardize Customer Success operations by creating a unified "Account Health" framework catering to all customers. You will cultivate a trusting and collaborative team environment while establishing strategic processes to transform informal knowledge sharing into structured, data-driven playbooks that enhance global customer retention.

Key Responsibilities

Develop and refine distinct engagement strategies for Enterprise and Scaled customer tiers to optimize efficiency.
Create a consistent Account Health Scoring system to monitor risks across over 1,000 accounts.
Transition team collaboration from informal Slack communications to a formal internal knowledge repository supplemented by defined playbooks.
Shift Customer Success efforts from reactive responses to proactive retention strategies using predictive indicators.
Oversee daily team performance, leveraging KPIs to foster accountability and professional development.

Qualifications and Skills

Minimum of 2 years managing a Customer Success team, or 4+ years in senior CSM roles with readiness for leadership.
Strong analytical skills with experience utilizing CRM, business intelligence tools, or Excel to assess customer health and forecast churn.
Ability to design scalable workflows and implement new tools or playbooks effectively.
High emotional intelligence with a supportive, coaching-oriented leadership approach.
Preferred: Familiarity with advanced data visualization, Customer Success platforms (e.g., Gainsight, Vitally), and automotive industry experience.

Interview Process

Initial 30-minute screening call
45-minute interview with the hiring manager
45-minute case study evaluation
30-minute cross-functional team interview
60-minute problem-solving exercise
Completion of a 20-30 minute Wonderlic Assessment prior to final selection

Benefits

Fully remote work environment
Medical, Dental, and Vision insurance effective within 30 days
100% employer-paid medical insurance
Equity ownership opportunities
Flexible paid time off with a minimum of 15 days
Comprehensive parental leave
FSA and HSA enrollment options
401(k) retirement savings plan
Growth and wellness stipends
Work-from-home equipment provided
Exposure to cutting-edge technologies
Collaborative culture emphasizing ownership
Opportunities for learning and career advancement

Why Steer?

Steer is dedicated to transforming the automotive repair shop experience by fostering innovation, growth, and excellence. This role offers a chance to develop new skills, take on significant challenges, and contribute meaningfully to the sector while benefiting from a comprehensive benefits package and flexible work options. Diversity and inclusion are core values, with encouragement for candidates from varied backgrounds to apply. We value potential and culture fit over formal credentials.

Manager of Customer Success