Key skills
B2B SaaS Account ManagementCustomer Success Lifecycle ManagementAccount PlanningQuarterly Business Reviews (QBRs)Renewal ManagementExpansion IdentificationCustomer Success PlatformsHubSpotSlackGoogle WorkspaceExecutive CommunicationSaaSProject ManagementCustomer SuccessSales
About this role
Steer is a company that offers a suite of software tools for automotive repair shops, focusing on customer relationship management and operational efficiency. The Strategic Customer Success Manager will be responsible for managing relationships with complex, multi-location accounts, driving executive alignment, and building strategic frameworks to support customer success and growth.
Responsibilities:
- Own the Enterprise Lifecycle: Drive end-to-end management of strategic accounts, including account planning, QBRs, renewal readiness, and expansion identification
- Build the Strategic Playbook: Help design Steer's enterprise CS framework, defining how we proactively support and scale our highest-value accounts
- Champion Cross-Functional Alignment: Partner with Support, Onboarding, Product, Sales, and RevOps to resolve complex escalations and translate customer feedback into internal action plans
- Mitigate Risk & Drive Growth: Create clear account plans for top-tier accounts to give the broader team visibility into enterprise health, revenue risks (GRR), and net revenue opportunities (NRR)
- Streamline Executions: Lead smooth onboarding transitions, coordinate reporting and campaign strategies, and resolve complex issues before they become urgent
Requirements:
- 5+ years of experience managing complex, strategic B2B SaaS accounts (ideally multi-location or enterprise-scale)
- A proven history of driving world-class retention metrics; you know how to protect the core business (GRR) while identifying upsells to boost NRR
- Exceptional presentation, project management, and relationship skills, with the ability to command a room of executive stakeholders
- Demonstrated success managing the entire post-sale lifecycle, including renewals, expansions, health tracking, and cross-functional initiatives
- Familiarity with automotive, franchise, or Multi-Shop Operator (MSO) business models
- Experience using HubSpot, Slack, Google Workspace, or dedicated Customer Success platforms
- Prior experience assisting with customer onboarding design, integrations, marketing SaaS, or building CS frameworks from scratch