Enterprise Customer Success Manager

23 hours, 34 minutes ago
Full-time
Senior
Customer and Technical Support
Steer.io

Steer.io

Steer.io is a sales process intelligence company that provides AI-driven guidance to help businesses find the next best step, capture customer touch points, and make informed decisions for increased success rates. Their platform offers actionable insig...

Internet Software & Services

Description

  • Own and manage the full enterprise customer lifecycle, including account planning, renewals, health tracking, and expansion identification.
  • Lead executive alignment and quarterly business reviews (QBRs) with strategic accounts.
  • Build strategic account plans that surface enterprise health, renewal risk (GRR), and growth opportunities (NRR).
  • Partner with Support, Onboarding, Product, Sales, and RevOps to resolve escalations and translate customer feedback into action plans.
  • Lead smooth onboarding transitions and coordinate reporting and campaign strategies.
  • Help design and scale Steer's enterprise customer success framework and playbooks.
  • Proactively manage complex, multi-stakeholder, multi-location customer relationships.
  • Address issues early and balance customer advocacy with internal capacity.

Requirements

  • 5+ years of experience managing complex, strategic B2B SaaS accounts, ideally at enterprise or multi-location scale.
  • Proven ability to drive retention metrics, protect gross revenue retention (GRR), and identify upsell opportunities to improve net revenue retention (NRR).
  • Exceptional presentation, project management, and relationship-building skills with executive stakeholders.
  • Demonstrated success managing the post-sale lifecycle, including renewals, expansions, health tracking, and cross-functional initiatives.
  • Experience with automotive, franchise, or Multi-Shop Operator (MSO) business models is preferred.
  • Experience using HubSpot, Slack, Google Workspace, or customer success platforms is preferred.
  • Prior experience with customer onboarding design, integrations, marketing SaaS, or building CS frameworks is preferred.
  • Ability to complete a Wonderlic assessment during the hiring process.

Benefits

  • 100% remote work environment.
  • Medical, dental, and vision insurance within 30 days, with 100% employer-paid medical coverage.
  • Equity package.
  • Flexible PTO with a 15-day minimum.
  • Generous parental leave.
  • FSA and HSA options.
  • 401(k) retirement plan.
  • Growth and wellness stipend.
  • WFH equipment provided.

Interested in this position?

Apply directly on the company website

Apply Now

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