Steer Health

Customer Success Manager

• Build, scale, and lead the Customer Success organization, including Customer Success Managers, Implementation Specialists, and Support staff
• Set a clear vision, define roles and career paths, and foster a culture of accountability, collaboration, and excellence
• Establish consistent processes and methodologies for onboarding, training, success planning, and client engagement
• Serve as an executive sponsor for strategic accounts, ensuring alignment between customer objectives and Steer Health’s solutions
• Design and execute data-driven strategies to deepen product adoption across Steer Health’s suite of solutions
• Develop playbooks and success frameworks to identify cross-sell and upsell opportunities; partner with Sales to drive account expansion and maximize NRR
• Collaborate with Product and Marketing to capture customer feedback, identify feature gaps, and co-create adoption campaigns
• Implement lifecycle strategies to reduce churn risk and extend customer lifetime value (CLV)
• Lead customer journey mapping to ensure a consistent and seamless experience from onboarding through renewal
• Build strong relationships with executives and decision-makers, positioning Steer Health as a trusted advisor
• Monitor customer health scores, usage patterns, and engagement data; proactively address risks with targeted interventions
• Drive customer advocacy by fostering referenceable clients, case studies, and participation in community forums or events
• Ensure high renewal rates through structured QBRs, success reviews, and proactive engagement strategies
• Define and manage KPIs for Customer Success, including adoption metrics, retention rates, NRR, CSAT, and time-to-value
• Oversee the implementation of systems, tools, and automation (e.g., CRM, CS platforms) to support scale and efficiency
• Analyze customer trends, churn drivers, and expansion opportunities; use insights to refine strategy and execution
• Partner with Finance and Operations to forecast renewals, expansions, and churn with accuracy
• Continuously refine processes to increase efficiency, scalability, and the impact of the CS team

Director, Customer Success