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Manager of Scaled Customer Success

3 weeks, 5 days ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
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 Customer Success Managers across both Enterprise and Scaled customer segments.
  • Define and refine engagement models for high-touch and tech-touch customers.
  • Develop a standardized account health scoring framework to identify risk across a 1,000+ account base.
  • Build and maintain internal knowledge bases and formal playbooks to replace informal Slack-based collaboration.
  • Use leading indicators and customer data to drive proactive retention outreach.
  • Manage day-to-day CS team performance and accountability using clear KPIs.
  • Coach team members through executive conversations, customer communications, and process optimization.
  • Identify churn risks, expansion opportunities, and operational trends through hands-on analysis.
  • Professionalize customer success operations by creating repeatable, data-driven workflows.

Requirements

  • 2+ years of experience managing a Customer Success team, or 4+ years as a Senior/Lead CSM ready to step into management.
  • Proven experience managing both high-touch Enterprise accounts and Scaled or digital customer segments.
  • 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.
  • Strong coaching-oriented leadership style with high emotional intelligence.
  • Ability to work through messy data and ambiguous processes to solve operational problems.
  • Nice to have: experience with advanced data visualization tools.
  • Nice to have: experience selecting or implementing a CS platform such as Gainsight, Vitally, or ChurnZero.
  • Nice to have: experience in the automotive industry.

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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