Customer Success Manager

steercom - Key Message. Delivered.

. Segment the Strategy: Define and iterate on the engagement models for our Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency.

Posted 5/22/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

2+ years of experience managing a Customer Success team (or 4+ years as a Senior/Lead CSM ready for the next step).
Proven experience managing both high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication).
Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on team performance.
Ability to design processes that scale; you’ve successfully implemented a new tool, workflow, or playbook in the past.
A coaching-first management style that fits our supportive, collaborative culture.
Nice to Have: Ability to work with advanced data visualization tools.
Experience selecting or implementing a CS Platform (e.g., Gainsight, Vitally, ChurnZero).
Experience with the automotive industry

Benefits

Comp & perks

100% remote work environment
Medical, Dental and Vision insurance within 30 days
100% employer-paid medical insurance
Equity package
Flexible PTO with 15 days minimum
Generous Parental Leave
FSA and HSA options
401(k)
Growth & Wellness Stipend
WFH Equipment
Chance to work with the latest technology
A collaborative, high ownership culture
Opportunities for development and career growth

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer Success managementAccount Health Scoringdata analysisprocess designKPI developmentchurn predictionworkflow implementationautomationmass communicationadvanced data visualization

Soft Skills

mentoringcoachingcollaborationaccountabilityperformance managementcommunicationleadershipproblem-solvingstrategic thinkingadaptability