Manager of Customer Success

Steer is a company that offers a suite of software tools for automotive repair shops, aimed at improving profitability and customer retention. As the Manager of Customer Success, you will oversee the Customer Success Managers and develop strategies to enhance customer engagement and retention across various account tiers.

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:

• 2+ years of experience managing a Customer Success team (or 4+ years as a Senior/Lead CSM ready for the next step)
• Proven experience managing both high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication)
• Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on team performance
• Ability to design processes that scale; you've successfully implemented a new tool, workflow, or playbook in the past
• A coaching-first management style that fits our supportive, collaborative culture
• Ability to work with advanced data visualization tools
• Experience selecting or implementing a CS Platform (e.g., Gainsight, Vitally, ChurnZero)
• Experience with the automotive industry