Customer Success Manager

Steer offers a suite of software tools for today's automotive repair shop. We combine a mix of software tools that a repair shop needs to run a highly profitable shop, in one user-friendly, cost-effective platform. Through the Steer suite, we allow the shop owner to get back to focusing on what matters, and to stop worrying about marketing and customer retention.

Steer began as an online directory for drivers to find a local mechanic. Fast forward to today, Steer has launched a complete Customer Relationship Management (CRM) marketing suite, complete with text messaging, email automation, direct mail integration, reputation management, appointment reminders, declined/recommended services, and many other features. We are always innovating and we are proud to be a leader in the automotive repair industry. In August 2024 Steer acquired AutoOps - the leader in modern, intelligent, and fully integrated scheduling software for auto repair shops. AutoOps allows customers to smoothly schedule through a shop's website and Google Business Profile.

About The Role

Steer is looking for a Customer Success Manager to serve as a trusted advisor for building relationships, driving product adoption, and empowering our customers to fulfill their goals. You will be a subject-matter expert on the Steer platform and provide a unique level of consultation and inspiration to our customers. This role will be part of our energetic, empathetic and passionate Customer Success team. We are looking for a Customer Success Manager who enjoys collaboration, taking on new challenges at a growing startup, and driving value for our customers.

You Will

• Build strong relationships with our single-shop customers to understand their needs and ensure their success with Steer.
• Build, own, and execute customer success and engagement plans.
• Own the commercial goals of retention and revenue expansion.
• Spearhead internal, cross-functional improvement projects.
• Represent the voice of the customer, and influence the product development roadmap.
• Empower customers to connect their goals and challenges with the solution in Steer.
• Leverage behavioral data with Pendo to segment your book of business and develop communication strategies driving the greatest impact at scale.
• Lead online webinars, consultations, and one-on-one demos to educate customers on the features of our product.
• Serve as the main point of contact and liaison between clients and the rest of the Steer team.
• Maintain regular communication with clients to ensure they are maximizing the full potential of Steer's offerings.

You Have

Must Have

• 3+ years of B2B SaaS customer success, account management or consulting experience working with accounts of varying size and complexity.
• Proven ability to influence and shift customer perspectives to drive change through feature and product usage.
• Prior experience teaching technical information to a non-technical audience.
• Strong customer-facing and presentation skills with the ability to establish credibility with business owners.
• Positive attitude, empathy, and high energy.
• Superb written and verbal communication skills
• Ability to take initiative and adapt.
• BA/ BS degree or equivalent experience.

Nice To Have

• Experience in a customer success role at a startup.
• Experience with a MarTech product or selling directly to marketing teams.
• Experience working in the automotive tech industry.
• Experience working at a CRM company.

Interview Process

• Initial Screen - 30min
• Hiring Manager Interview - 45min
• Career Journey Interview - 60min
• Case Study + Presentation - 60min
• Reference Checks

We Offer

• 100% remote
• 100% employer paid medical insurance
• Flexible PTO with 15 days minimum
• Generous Parental Leave
• 401k
• Learning Stipend
• WFH Equipment
• Chance to work with the latest technology
• A collaborative and innovative work culture
• Opportunities for career growth and development

Why Join Steer? At Steer, we align our mission of transforming the auto repair experience for shop owners and their customers with your passion for growth, innovation, and excellence.

Here, you'll find opportunities to expand your skills, take on career-shaping challenges, and contribute to the future of the auto repair industry, all while enjoying comprehensive benefits and flexible work arrangements to support your well-being.

Join Steer to be part of a forward-thinking, flexible, and collaborative culture where you are empowered to do meaningful and impactful work.

We value diversity and believe that forming teams in which everyone can be their authentic self is key to our success. We welcome applications from those with diverse backgrounds and industries.

Our hiring process looks beyond just credentials. The school you went to at 18 doesn't define your potential to thrive and enrich our culture. Even if you don't meet every requirement, we invite you to apply.