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Manager of Customer Success

11 hours ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
CRM
Apply Now
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
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Description

  • Lead and coach a team of 10 Customer Success Managers across enterprise and scaled customer segments.
  • Define and refine engagement models for high-touch enterprise accounts and high-volume scaled accounts.
  • Develop a standardized account health scoring framework to identify risk across a 1,000+ account base.
  • Create structured internal knowledge resources and formal playbooks to replace informal Slack-based collaboration.
  • Use leading indicators and proactive outreach to reduce churn and prevent customer issues.
  • Manage day-to-day team performance using clear KPIs and accountability measures.
  • Partner with stakeholders to professionalize customer success operations and improve retention.
  • Support CSMs in both strategic customer presentations and optimization of automated customer communications.

Requirements

  • 2+ years of experience managing a Customer Success team, or 4+ years as a Senior/Lead CSM ready for the next step.
  • Experience using CRM, BI tools, or Excel to track health, predict churn, and report on team performance.
  • Ability to design scalable processes and successfully implement a new tool, workflow, or playbook.
  • High emotional intelligence with a coaching-first management style.
  • Technical literacy and ability to work with advanced data visualization tools (preferred).
  • Experience selecting or implementing a CS platform such as Gainsight, Vitally, or ChurnZero (preferred).
  • Experience with the automotive industry (preferred).
  • Ability to complete the Wonderlic assessment during the interview process.

Benefits

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

Interested in this position?

Apply directly on the company website

Apply Now

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