Manager of Client Success

About Steer

Steer builds software for automotive repair shops, bringing multiple essential tools into one practical and cost-conscious platform. The product helps shop owners spend less time juggling marketing and retention and more time running a profitable business.

The company first started as an online directory that helped drivers locate nearby mechanics. Since then, it has expanded into a full customer relationship management and marketing platform with text messaging, email automation, direct mail integrations, reputation management, appointment reminders, declined and recommended services, and more. Steer positions itself as an innovator in the automotive repair space. In August 2024, it also acquired AutoOps, a scheduling platform that lets customers book through a shop’s website and Google Business Profile.

Role Overview

In this position, you will oversee Customer Success Managers across both high-touch enterprise accounts and high-volume scaled accounts. Reporting to the Director of Customer Success, you will connect personalized customer management with automation-driven workflows. Your focus will be to strengthen CS operations by creating a consistent account health framework that works across the full customer base, while turning informal team knowledge into repeatable, data-backed processes that improve retention.

What Success Looks Like

• Shape distinct engagement approaches for enterprise and scaled customer tiers so the team can work efficiently without losing quality.
• Create and refine a standardized account health scoring model that helps surface risk across more than 1,000 accounts.
• Convert ad hoc Slack-based know-how into documented internal playbooks and a structured knowledge base.
• Increase proactive retention by using early warning signals to prompt outreach before accounts become at risk.
• Lead daily team performance through clear metrics, accountability, and coaching focused on growth.

What You Bring

• At least 2 years of experience leading a customer success team, or 4+ years as a senior or lead CSM ready to move into management.
• Hands-on experience supporting both enterprise accounts with multiple stakeholders and scaled or digital customer segments supported by automation.
• Comfort working with data in CRM systems, BI tools, or spreadsheets to monitor health, forecast churn, and measure team results.
• Ability to build scalable processes, including introducing a new tool, workflow, or operating playbook.
• A coaching-oriented leadership style with strong emotional intelligence and a collaborative approach.

Preferred Background

• Experience working with advanced data visualization tools.
• Exposure to customer success platforms such as Gainsight, Vitally, or ChurnZero.
• Background in the automotive industry.

Interview Process

• Initial screening: 30 minutes.
• Hiring manager interview: 60 minutes.
• Case study assessment: 45 minutes.
• Problem-solving exercise: 60 minutes.
• Cross-functional interview: 30 minutes.
• Completion of the Wonderlic assessment is required before the process concludes; it is completed independently and takes about 20 to 30 minutes.

Benefits and Perks

• Fully remote work setup.
• Medical, dental, and vision coverage available within 30 days.
• Employer-paid medical insurance.
• Equity participation.
• Flexible paid time off with a minimum of 15 days.
• Generous parental leave.
• FSA and HSA options.
• 401(k) retirement plan.
• Growth and wellness stipend.
• Work-from-home equipment support.
• Opportunity to work with modern technology.
• Collaborative culture with a strong sense of ownership.
• Room for learning, development, and career progression.

Why Steer

Steer’s mission is to improve the auto repair experience for shop owners and their customers. The company offers a place to do meaningful work, take on challenging responsibilities, and contribute to the future of the industry while benefiting from flexible work arrangements and comprehensive support.

Steer also values a diverse workforce and encourages candidates from a wide range of backgrounds and industries to apply. The hiring process focuses on potential and contribution, not just credentials or early academic history. Candidates are encouraged to apply even if they do not meet every listed requirement.