steercom - Key Message. Delivered.

Customer Success Manager

• Segment the Strategy: Define and iterate on the engagement models for our Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency.
• Build the Health Engine: Develop a standardized Account Health Scoring system that identifies risk across the entire 1,000+ account base.
• Operationalize the "Hive-Mind": Transition the team from informal Slack-based collaboration to a structured internal knowledge base and formal playbooks.
• Drive Proactive Retention: Move the team away from reactive "firefighting" by using leading indicators to trigger outreach before a customer is at risk.
• Mentor & Measure: Manage the day-to-day performance of the CS team, using clear KPIs to drive accountability and professional growth.

Full-stack Engineer

• Technical Strategy & Ownership: Focus on the core components of the Steer CRM, specifically optimizing how we ingest and process data to revolutionize our automation tools.
• Architectural Vision: Lead the design of reusable full-stack components and services that ensure our platform remains performant as we scale toward market dominance.
• Adaptive Development: Pivot at a moment's notice based on evolving business needs, shifting focus between new integrations and core infrastructure to keep our ecosystem seamless.
• Customer-Centric Engineering: Partner closely with Product to understand user pain points, ensuring every architectural decision adds tangible value to the auto repair shops we serve.
• Code Excellence: Champion best practices in security, test automation, and maintainability. Conduct deep-dive code reviews that elevate the entire engineering organization.
• Modern DevOps & Agentic Infrastructure: Influence our CI/CD pipelines, containerization (Docker, Kubernetes), and IaC practices. Design and maintain AI-integrated, agentic-ready infrastructure that enables autonomous workflows.

Principal Full Stack Engineer

• Define and iterate on the engagement models for our Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency.
• Develop a standardized Account Health Scoring system that identifies risk across the entire 1,000+ account base.
• Transition the team from informal Slack-based collaboration to a structured internal knowledge base and formal playbooks.
• Move the team away from reactive "firefighting" by using leading indicators to trigger outreach before a customer is at risk.
• Manage the day-to-day performance of the CS team, using clear KPIs to drive accountability and professional growth.

Client Success Manager

Onboarding Specialist

• Conduct a 'root to branch' review of our current onboarding playbook and implement a streamlined, automated, and repeatable version.
• Manage, coach, and upskill a team of Onboarding Specialists, setting clear expectations and rebuilding a culture of winning.
• Partner with Sales to ensure seamless handoffs and with Customer Success to ensure long-term health is baked into the implementation.
• Directly impact company-wide Churn and CSAT scores by ensuring every customer feels 'high-touch' care through 'high-tech' efficiency.
• Define and track the metrics that matter (Time-to-Value, Activation rates, Team Capacity).

Customer Onboarding Manager

• Manage the end-to-end onboarding of customers using for multiple products including initial outreach, requirements gathering, and setup coordination
• Tailor and configure customer-facing templates based on client inputs and business goals – no custom development required, but small updates and adjustments will be common
• Implement scheduling tools and CRM. This includes integration, configuration, training and enablement.
• Serve as the primary point of contact for customers throughout their onboarding journey, delivering a high-touch experience and responsive support
• Troubleshoot technical issues and coordinate timely updates to live configurations as needed
• Collaborate closely with teammates focused on integrations, scheduling, and CRM setup to create a seamless onboarding experience
• Own the free trial to paid conversion process to ensure customer adoption
• Seeks out new knowledge and approaches problems with a mindset of exploration in regards to AutoOps and Steer Products

Onboarding Specialist – B2B SaaS

Account Executive

• Conduct a high volume of calls and online product demos.
• Develop a deep understanding of our SaaS product, its features, benefits, and target market to effectively communicate its value to potential clients.
• Maintain meticulous records of sales activities, customer interactions, and pipeline progress using our CRM system to ensure accurate forecasting and reporting.
• Employ a consultative sales approach to understand prospects' needs and tailor presentations accordingly.
• Diligently follow up post-demo, navigate objections, build trust, and close deals to drive revenue growth.