Manager of Customer Success

About the role

Steer is looking for a Manager of Customer Success to lead a growing team of Customer Success Managers. You will bridge high‑touch enterprise relationships with high‑volume, tech‑driven accounts, creating a unified approach to account health and retention.

Key responsibilities

• Define and iterate engagement models for Enterprise (high‑touch) and Scaled (tech‑touch) customer tiers.
• Develop a standardized Account Health Scoring system covering over 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 the CS team, set clear KPIs, and drive performance accountability.

Required profile

• Experience differentiating enterprise and high‑volume customer needs.
• Strong analytical mindset; comfortable digging into data to uncover trends.
• Ability to coach CSMs on both executive presentations and automated workflow optimization.
• Enjoy solving ambiguous problems and building repeatable processes.

Required skills

What we offer

• Opportunity to shape a global Customer Success operation.
• Collaborative, high‑trust team environment.
• Access to cutting‑edge automotive repair SaaS platform.