Steer
Enterprise Customer Success Manager
United States (Remote)
Sponsorship not specifiedDetected 25 days ago
Project ManagementHubSpotCRMOnboardingCustomer SuccessCommunicationProblem SolvingOrganizational Skills
About the role
- Comfortable with Complexity: You thrive when managing large, multi-location customers with competing priorities, high expectations, and multi-stakeholder dynamics.
- Commercially Minded & Composed: You are highly organized, focused on driving business value, and able to remain calm under pressure while balancing customer advocacy with internal capacity.
Responsibilities
- You want to help design the playbook for strategic accounts, not just execute an existing one.
- Drive end-to-end management of strategic accounts, including account planning, QBRs, renewal readiness, and expansion identification.
- Partner with Support, Onboarding, Product, Sales, and RevOps to resolve complex escalations and translate customer feedback into internal action plans.
- Beyond managing your book, you will help shape the future of Enterprise CS at Steer-building the strategic playbooks and defining how we support complex accounts at scale.
- Own the Enterprise Lifecycle: Drive end-to-end management of strategic accounts, including account planning, QBRs, renewal readiness, and expansion identification.
- Champion Cross-Functional Alignment: Partner with Support, Onboarding, Product, Sales, and RevOps to resolve complex escalations and translate customer feedback into internal action plans.
Requirements
- Commercial Acumen: A proven history of driving world-class retention metrics
- you know how to protect the core business (GRR) while identifying upsells to boost NRR.
- Executive Communication: Exceptional presentation, project management, and relationship skills, with the ability to command a room of executive stakeholders.
- Exceptional presentation, project management, and relationship skills, with the ability to command a room of executive stakeholders.
- Familiarity with automotive, franchise, or Multi-Shop Operator (MSO) business models.
Nice to have
- Industry Experience: Familiarity with automotive, franchise, or Multi-Shop Operator (MSO) business models.
- CS Ecosystem Tech: Experience using HubSpot, Slack, Google Workspace, or dedicated Customer Success platforms.
- Hiring Manager Interview - 45 min with Head of Success
- Case Study Presentation - 60 min Assignment
- Peer Interview - 30 min with Sr.
- Problem Solving Exercise - 60 min with Head of People
- Reference Checks
- We also require completion of the Wonderlic Assessment before the end of the process.
Skills
- Steer offers a suite of software tools for today's automotive repair shop.
- Steer began as an online directory for drivers to find a local mechanic.
- In August 2024 Steer acquired AutoOps - the leader in modern, intelligent, and fully integrated scheduling software for auto repair shops.
Benefits
- Medical, Dental, and Vision insurance within 30 days (100% employer-paid medical)
- Equity package
- Flexible PTO with a 15-day minimum
- Generous Parental Leave
- FSA and HSA options
- Growth & Wellness Stipend
Company info
- You thrive when managing large, multi-location customers with competing priorities, high expectations, and multi-stakeholder dynamics.
- Sitting within a collaborative, high-energy team, your mission is to drive executive alignment, lead QBRs, and coordinate cross-functional initiatives to ensure our most important customers are retained and positioned for expansion.
- At Steer, we align our mission of transforming the auto repair experience for shop owners and their customers with your passion for growth, innovation, and excellence.
This listing is sourced directly from Steer's careers page and normalized into a canonical job model.