- Experience
- 2+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 1 month ago
- Work mode
- Work from home
- Eligibility
- Applicants with customer success leadership experience are encouraged to apply. Candidates from diverse backgrounds and industries are welcome, and the company encourages applications even if not every requirement is met.
- Resume
- Required to apply
Job description
About Steer
Steer builds software designed specifically for automotive repair shops. Its platform brings together the tools a shop needs to operate efficiently in one easy-to-use, cost-effective system, helping owners spend less time on marketing and retention concerns and more time on running their business. What started as a directory helping drivers find local mechanics has grown into a full CRM and marketing suite that includes text messaging, email automation, direct mail integration, reputation management, appointment reminders, declined and recommended service tracking, and more. In August 2024, Steer expanded by acquiring AutoOps, a scheduling platform that enables customers to book appointments directly through a shop’s website and Google Business Profile.
Role Summary
As Manager of Customer Success, you will guide the Customer Success Managers across a portfolio that includes both high-touch enterprise partnerships and high-volume scaled accounts. Reporting to the Director of Customer Success, you will connect personalized relationship management with automation-led support, while helping standardize how the team measures and manages customer health. This role is focused on building repeatable, data-backed processes that improve retention across a large account base.
What You’ll Do
- Shape the customer engagement approach for enterprise and scaled segments so each tier is managed efficiently and appropriately.
- Design and refine a company-wide account health scoring model that flags risk across more than 1,000 accounts.
- Replace ad hoc Slack-based knowledge sharing with documented internal playbooks and a structured knowledge base.
- Strengthen retention by using leading indicators to prompt outreach before customer issues escalate.
- Coach and evaluate the customer success team through clear performance metrics, accountability, and development plans.
What You Bring
- At least 2 years of experience leading a Customer Success team, or 4+ years as a Senior/Lead CSM ready to move into management.
- Direct experience handling both enterprise accounts with executive-level coordination and scaled accounts supported through automation and broad communication.
- Comfort using data from CRMs, BI tools, or spreadsheets to monitor health, anticipate churn, and report on team results.
- Ability to create processes that can grow with the business, including implementing a new tool, workflow, or playbook.
- A coaching-oriented leadership style with strong emotional intelligence and a collaborative mindset.
Nice-to-Have Experience
- 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.
- Cross-functional interview 1: 30 minutes.
- Cross-functional interview 2: 30 minutes.
- Case study assessment: 45 minutes.
- Problem-solving exercise: 60 minutes.
- Wonderlic assessment, completed independently before the process ends, taking about 20 to 30 minutes.
Benefits and Perks
- Fully remote work setup.
- Medical, dental, and vision coverage available within 30 days.
- 100% employer-paid medical insurance.
- Equity package.
- Flexible PTO with a minimum of 15 days.
- Generous parental leave.
- FSA and HSA options.
- 401(k) plan.
- Growth and wellness stipend.
- Home office equipment provided.
- Opportunity to work with modern technology.
- Collaborative, high-ownership culture.
- Opportunities for professional development and career growth.
Why Join Steer
Steer is focused on improving the auto repair experience for both shop owners and their customers. The company offers a place to build your career, tackle meaningful challenges, and contribute to an industry in transformation while benefiting from flexible work arrangements and strong support for wellbeing. Steer also emphasizes inclusion, diversity of background, and a hiring approach that looks beyond pedigree to potential.
Additional Information
Steer welcomes applicants from diverse backgrounds and industries and encourages people to apply even if they do not meet every qualification. The company notes that school history at age 18 does not define long-term success or fit. The team values authenticity, growth, and the ability to contribute to a collaborative culture.