Manager of Customer Success

Steer provides software tools, including CRM and scheduling solutions, that help automotive repair shops operate more profitably and improve customer retention. The Manager of Customer Success will lead a team of 10 Customer Success Managers, develop scalable engagement models and account health scoring, formalize playbooks, and drive proactive retention through data-informed coaching and operations.

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