Strategic Customer Success Manager

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Strategic Customer Success Manager for Steer handling complex B2B SaaS accounts. Driving executive alignment, account management, and cross-functional initiatives for customer retention and growth.

Posted 6/9/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

5+ years of experience managing complex, strategic B2B SaaS accounts (ideally multi-location or enterprise-scale)
A proven history of driving world-class retention metrics; you know how to protect the core business (GRR) while identifying upsells to boost NRR
Exceptional presentation, project management, and relationship skills, with the ability to command a room of executive stakeholders
Demonstrated success managing the entire post-sale lifecycle, including renewals, expansions, health tracking, and cross-functional initiatives.
Familiarity with automotive, franchise, or Multi-Shop Operator (MSO) business models.
Experience using HubSpot, Slack, Google Workspace, or dedicated Customer Success platforms.
Prior experience assisting with customer onboarding design, integrations, marketing SaaS, or building CS frameworks from scratch.

Benefits

Comp & perks

100% remote work environment
Medical, Dental, and Vision insurance within 30 days (100% employer-paid medical)
Equity package
Flexible PTO with a 15-day 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 with clear opportunities for career growth

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

B2B SaaS account managementretention metricspost-sale lifecycle managementrenewalsexpansionshealth trackingcross-functional initiativescustomer onboarding designintegrationsCS frameworks

Soft Skills

presentation skillsproject managementrelationship skillsstakeholder management