Manager of Customer Success

About Steer

Steer provides a comprehensive suite of software solutions tailored for modern automotive repair shops. Our platform integrates essential tools needed to efficiently run a profitable repair business, enabling shop owners to concentrate on core operations without the burden of marketing and customer retention concerns. Starting as a driver’s mechanic directory, Steer has evolved into a full CRM marketing suite that offers text messaging, email automation, direct mail, reputation management, appointment reminders, and service recommendations. In August 2024, Steer expanded its offerings by acquiring AutoOps, an advanced scheduling software provider, allowing seamless appointment bookings through shop websites and Google Business Profiles.

Role Overview

As the Manager of Customer Success, you will lead a team of Customer Success Managers managing a diverse client base spanning from personalized Enterprise accounts to high-volume Scaled segments. Reporting to the Director of Customer Success, your role will balance hands-on relationship management with automation strategies, aiming to establish a unified "Account Health" framework applicable across all customers. You will cultivate a collaborative, trust-based team environment and develop structured, data-driven playbooks to replace informal knowledge sharing, enhancing global retention efforts.

Your Profile

• You recognize the differing needs between high-touch Enterprise clients and tech-driven high-volume users and can design tailored systems for each.
• You proactively analyze data independently to uncover trends, potential churn risks, and growth possibilities without waiting for perfect dashboards.
• You are adept at coaching team members through executive presentations as well as optimizing automated communications.
• You embrace ambiguity and view complex data and processes as challenges to solve, not deterrents.

Key Responsibilities

• Develop and refine engagement models specific to Enterprise and Scaled customer segments to optimize team effectiveness.
• Construct a standardized Account Health Scoring mechanism to identify risks across more than 1,000 client accounts.
• Shift team collaboration from informal Slack discussions to a formalized knowledge base and documented playbooks.
• Implement proactive retention approaches that use early indicators to prevent customer churn before issues arise.
• Oversee daily team management, setting measurable KPIs to foster accountability and professional development.

Required Qualifications

• At least 2 years of leadership experience managing a Customer Success team or 4+ years as a senior/lead CSM ready for managerial duties.
• Demonstrated success managing diverse customer segments including high-touch Enterprise accounts with multiple stakeholders and scaled digital segments utilizing mass communication and automation.
• Strong analytical skills with experience using CRM systems, business intelligence tools, or Excel to monitor account health and team metrics.
• Proven ability to design scalable processes and implement new technologies, workflows, or playbooks.
• High emotional intelligence coupled with a coaching-oriented management approach that supports a collaborative work culture.

Preferred Qualifications

• Technical proficiency with advanced data visualization tools.
• Experience with customer success operations platforms such as Gainsight, Vitally, or ChurnZero.
• Previous exposure to the automotive industry is advantageous.

Interview Process

• Initial 30-minute screening.
• 45-minute interview with hiring manager.
• 45-minute case study assessment.
• 30-minute cross-functional interview.
• 60-minute problem-solving exercise.
• Completion of a Wonderlic Assessment independently, approximately 20-30 minutes in duration.

Benefits

• Fully remote work setup.
• Medical, dental, and vision insurance effective within 30 days with 100% employer-paid medical coverage.
• Equity participation package.
• Flexible paid time off policy with a minimum of 15 days.
• Generous parental leave benefits.
• Options for Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k) retirement plan.
• Growth and wellness stipend.
• Work-from-home equipment provided.
• Opportunity to work with cutting-edge technology.
• Collaborative culture that encourages ownership and development.

Culture and Inclusion

Steer is committed to transforming the automotive repair experience by fostering a culture of innovation and growth. We encourage diverse applicants and believe in creating an environment where employees can bring their authentic selves to work. Steer values potential beyond formal credentials and invites candidates who may not meet every listed requirement to apply and contribute to our collaborative success.