steercom - Key Message. Delivered.

Customer Success Manager

• Lead a team of 10 Customer Success Managers across Enterprise and Scaled customer segments
• Define and iterate engagement models for Enterprise high-touch and Scaled tech-touch tiers
• Develop a standardized Account Health Scoring system across a 1,000+ account base
• Transition informal Slack collaboration into a structured internal knowledge base and formal playbooks
• Use leading indicators to trigger proactive customer retention outreach
• Manage day-to-day CS team performance using KPIs
• Coach team members and support professional growth
• Report to the Director of Customer Success
• Turn crowdsourced knowledge into repeatable, data-driven playbooks that drive global retention

Account Manager

• Own end-to-end partner reporting, including enrollments, incentives, and performance
• Coordinate partner announcements and manage enablements and assets
• Streamline billing alongside RevOps and HubSpot teams
• Manage shop eligibility data, partner locator onboarding, and activation tracking for Directory-as-a-Service initiatives
• Coordinate with Sales, Customer Success, and Marketing to convert partner-generated leads
• Manage day-to-day integration partner communications and align Product and Engineering teams on launch readiness
• Support beta testing and maintain internal integration documentation
• Lead onboarding, issue resolution, and joint execution for marketing, loyalty, AI voice, and coaching partners
• Ensure Sales and Customer Success have resources, collateral, and knowledge to support and close partner-driven opportunities
• Report directly to the Sr. Director of Partnerships

Partner Manager

• Drive end-to-end management of strategic accounts, including account planning, QBRs, renewal readiness, and expansion identification.
• Help design Steer's enterprise CS framework, defining how we proactively support and scale our highest-value accounts.
• Partner with Support, Onboarding, Product, Sales, and RevOps to resolve complex escalations and translate customer feedback into internal action plans.
• 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).
• Lead smooth onboarding transitions, coordinate reporting and campaign strategies, and resolve complex issues before they become urgent.

Customer Success Manager

Partner Manager

Enterprise Customer Success Manager