Customer Success Manager – Enterprise & Scaled Teams

About the role

Steer is looking for a Manager of Customer Success to lead a team of Customer Success Managers across both high‑touch Enterprise accounts and high‑volume Scaled segments. Reporting to the Director of Customer Success, you will bridge personalized relationship management with digital‑first automation to improve retention and growth.

Key responsibilities

• Define and iterate engagement models for Enterprise (high‑touch) and Scaled (tech‑touch) tiers.
• Develop a standardized Account Health Scoring system for a portfolio of 1,000+ accounts.
• Transform informal Slack collaboration into a structured internal knowledge base and formal playbooks.
• Implement proactive retention strategies using leading indicators to anticipate churn.
• Mentor and measure the day‑to‑day performance of the CS team with clear KPIs.

Required profile

• Experience managing Customer Success teams serving both enterprise and high‑volume customers.
• Strong analytical mindset; comfortable digging into data to uncover trends and risks.
• Ability to coach team members on both strategic presentations and tactical automation.
• Comfort with ambiguous processes and a talent for turning messy data into actionable frameworks.

Required skills

What we offer

• Opportunity to shape a unified Account Health framework across a fast‑growing SaaS platform.
• Collaborative, high‑trust team environment.
• Access to cutting‑edge automotive repair CRM tools and recent acquisition of AutoOps.