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Manager of Customer Success

2 months 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
View All Jobs 4

Description

  • Lead and coach the Customer Success team across both high-touch enterprise accounts and scaled customer segments.
  • Define and refine engagement models for enterprise and scaled tiers to improve efficiency and customer outcomes.
  • Develop a standardized account health scoring system to identify risk across a base of more than 1,000 accounts.
  • Replace informal Slack-based knowledge sharing with a structured internal knowledge base and formal playbooks.
  • Drive proactive retention by using leading indicators to trigger outreach before customers are at risk.
  • Manage day-to-day CS team performance and use KPIs to drive accountability and growth.
  • Support CSMs in high-stakes executive conversations and in optimizing automated customer communications.
  • Identify trends, churn risks, and expansion opportunities through independent analysis of customer data.
  • Build repeatable, data-driven processes that professionalize customer success operations.

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 and scaled or digital customer segments.
  • Experience using CRM, BI tools, or Excel to track customer 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 and a coaching-first management style.
  • Ability to work through messy data and ambiguous processes to find solutions.
  • Experience with advanced data visualization tools, preferred.
  • Experience selecting or implementing a CS platform such as Gainsight, Vitally, or ChurnZero, preferred.
  • Experience in the automotive industry, preferred.

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) retirement plan.
  • 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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