Enterprise Customer Success Manager

About Steer

Steer delivers an all-in-one software platform tailored to meet the needs of modern automotive repair shops, helping shop owners focus on their core business by streamlining marketing and customer retention efforts. Originally an online mechanic directory, Steer has evolved into a comprehensive Customer Relationship Management (CRM) network with features such as text messaging, email automation, direct mail integration, reputation management, appointment reminders, and service recommendations. Recently, Steer expanded its offerings by acquiring AutoOps, a leading provider of intelligent, fully integrated scheduling software that enables smooth appointment scheduling via shop websites and Google Business Profiles.

Role Overview

The Enterprise Customer Success Manager will be responsible for managing and growing relationships with Steer's largest, most complex multi-location clients. This role involves driving executive engagement, leading quarterly business reviews, and coordinating cross-departmental efforts to ensure client retention and identify opportunities for business expansion. Additionally, the role includes developing strategic frameworks and playbooks to support and scale the management of high-value accounts.

Key Responsibilities

• Manage the full lifecycle of enterprise accounts, including strategic planning, QBRs, renewal preparations, and identifying growth opportunities.
• Design and implement the strategic Customer Success framework for enterprise clients, establishing standardized processes to support complex accounts.
• Collaborate with teams such as Support, Onboarding, Product, Sales, and Revenue Operations to address escalations and convert customer feedback into actionable internal improvements.
• Develop clear account plans to track account health, identify revenue risks, and uncover net revenue growth opportunities.
• Facilitate seamless onboarding and coordinate reporting and marketing campaigns while proactively resolving issues before escalation.

Required Qualifications

• Minimum of 5 years managing complex, strategic B2B SaaS accounts, preferably involving multi-location or enterprise clients.
• Proven record of maintaining excellent customer retention metrics, with the ability to balance protecting core revenues and driving upsell growth.
• Strong communication and presentation abilities, capable of engaging executive-level stakeholders effectively.
• Experience overseeing the entire post-sales lifecycle, including renewals, expansions, health monitoring, and cross-functional project leadership.

Preferred Qualifications

• Experience within automotive, franchise, or multi-shop operator business environments.
• Familiarity with customer success tools such as HubSpot, Slack, Google Workspace, or dedicated CS platforms.
• Background in designing onboarding processes, systems integration, marketing SaaS, or building customer success frameworks from the ground up.

Interview Process

• Initial 30-minute screening with Lead Recruiter.
• 45-minute interview with Head of Success.
• 60-minute case study presentation assignment.
• 30-minute discussion with Senior Customer Success Manager.
• 60-minute problem-solving exercise with Head of People.
• Reference checks and completion of a 20-30 minute Wonderlic Assessment.

Benefits & Culture

• Fully remote work environment.
• Medical, dental, and vision insurance available within 30 days, with employer covering 100% of medical premiums.
• Equity compensation package.
• Flexible paid time off with a minimum of 15 days annually.
• Generous parental leave policy.
• Options for FSA and HSA accounts.
• 401(k) retirement savings plan.
• Stipends for growth and wellness activities.
• Home office equipment support.
• Access to cutting-edge technology tools.
• A collaborative work culture emphasizing ownership and clear career progression opportunities.

Additional Information

Steer's mission aligns with transforming the automotive repair experience for shops and their customers by fostering innovation, growth, and excellence. The company values building diverse teams where individuals can be authentic and contribute uniquely to success. Applications are welcome from diverse backgrounds and industries. Educational pedigree is not a barrier to application; potential and cultural fit are prioritized over credentials.