Strategic Customer Success Manager

As 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.

• 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.

• 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.

• 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.

• 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.

1. Initial Screen – 30 min with Lead Recruiter
2. Hiring Manager Interview – 45 min with Head of Success
3. Peer Interview – 30 min with Sr. CSM
4. Case Study Presentation – 60 min Assignment
5. Problem Solving Exercise – 60 min with Head of People
6. Reference Checks