Manager of Scaled Customer Success

Steer is a company that offers a suite of software tools for automotive repair shops, focusing on customer relationship management and innovative solutions. As the Manager of Scaled Customer Success, you will lead a team of Customer Success Managers, overseeing both high-touch Enterprise partnerships and high-volume Scaled segments, while developing strategies to enhance customer retention and operational efficiency.

Responsibilities:

• Define and iterate on the engagement models for our Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency
• Develop a standardized Account Health Scoring system that identifies risk across the entire 1,000+ account base
• Transition the team from informal Slack-based collaboration to a structured internal knowledge base and formal playbooks
• Move the team away from reactive 'firefighting' by using leading indicators to trigger outreach before a customer is at risk
• 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