Manager of Customer Success

Steer is a company that offers a suite of software tools for automotive repair shops, focusing on customer success and retention. As the Manager of Customer Success, you will lead a team of Customer Success Managers and build a unified framework to enhance customer engagement and retention efforts.

Responsibilities:

• Segment the Strategy: Define and iterate on the engagement models for our Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency
• Build the Health Engine: Develop a standardized Account Health Scoring system that identifies risk across the entire 1,000+ account base
• Operationalize the "Hive-Mind": Transition the team from informal Slack-based collaboration to a structured internal knowledge base and formal playbooks
• Drive Proactive Retention: Move the team away from reactive "firefighting" by using leading indicators to trigger outreach before a customer is at risk
• Mentor & Measure: Manage the day-to-day performance of the CS team, using clear KPIs to drive accountability and professional growth

Requirements:

• Leadership Experience: 2+ years of experience managing a Customer Success team (or 4+ years as a Senior/Lead CSM ready for the next step)
• Analytical Proficiency: Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on team performance
• Systems Thinking: Ability to design processes that scale; you've successfully implemented a new tool, workflow, or playbook in the past
• High Emotional Intelligence: A coaching-first management style that fits our supportive, collaborative culture
• Technical Literacy: Ability to work with advanced data visualization tools
• CS Ops Familiarity: Experience selecting or implementing a CS Platform (e.g., Gainsight, Vitally, ChurnZero)
• Experience with the automotive industry