About the RoleAs a Strategic Customer Success Manager, you will own and grow relationships with Steer's largest, most complex, and multi-location accounts. Sitting within a collaborative, high-energy team, your mission is to drive executive alignment, lead QBRs, and coordinate cross-functional initiatives to ensure our most important customers are retained and positioned for expansion. Beyond managing your book, you will help shape the future of Enterprise CS at Steer-building the strategic playbooks and defining how we support complex accounts at scale.
You Are- An Expert Relationship Builder: You are a strategic, proactive account owner who can build deep trust with both C-suite executives and day-to-day operational contacts.
- Comfortable with Complexity: You thrive when managing large, multi-location customers with competing priorities, high expectations, and multi-stakeholder dynamics.
- A Structure Builder: You are energized by the "grey area" and love building order out of chaos. You want to help design the playbook for strategic accounts, not just execute an existing one.
- Commercially Minded & Composed: You are highly organized, focused on driving business value, and able to remain calm under pressure while balancing customer advocacy with internal capacity.
You Will- 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.
You HaveMust Have- Enterprise Mastery: 5+ years of experience managing complex, strategic B2B SaaS accounts (ideally multi-location or enterprise-scale).
- Commercial Acumen: A proven history of driving world-class retention metrics; you know how to protect the core business (GRR) while identifying upsells to boost NRR.
- Executive Communication: Exceptional presentation, project management, and relationship skills, with the ability to command a room of executive stakeholders.
- Lifecycle Oversight: Demonstrated success managing the entire post-sale lifecycle, including renewals, expansions, health tracking, and cross-functional initiatives.
Nice to Have- Industry Experience: Familiarity with automotive, franchise, or Multi-Shop Operator (MSO) business models.
- CS Ecosystem Tech: Experience using HubSpot, Slack, Google Workspace, or dedicated Customer Success platforms.
- Playbook Design: Prior experience assisting with customer onboarding design, integrations, marketing SaaS, or building CS frameworks from scratch.
Interview Process1. Initial Screen - 30 min with Lead Recruiter
2. Hiring Manager Interview - 45 min with Head of Success
3. Case Study Presentation - 60 min Assignment
4. Peer Interview - 30 min with Sr. CSM
Problem Solving Exercise - 60 min with Head of People
5. Reference Checks*We also require completion of the Wonderlic Assessment before the end of the process. This is done independently and takes about 20-30min.
We Offer- 100% remote work environment
- Medical, Dental, and Vision insurance within 30 days (100% employer-paid medical)
- Equity package
- Flexible PTO with a 15-day minimum
- Generous Parental Leave
- FSA and HSA options
- 401(k)
- Growth & Wellness Stipend
- WFH Equipment
- Chance to work with the latest technology
- A collaborative, high-ownership culture with clear opportunities for career growth
