Customer Success Manager

steercom - Key Message. Delivered.

Manager leading Customer Success for Steer’s CRM and scheduling software for automotive repair shops. Building scalable health scoring, playbooks, and proactive retention across Enterprise and Scaled accounts.

Posted 8/12/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Customer Success teams, developing engagement models, and implementing data-driven playbooks to enhance customer retention. Proficient in using CRM and BI tools to track performance and predict churn while fostering a coaching-first management style.

Highest-signal resume keywords

Customer Success ManagementKPI ManagementData-Driven PlaybooksCRM ToolsCoaching-First Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account Health ScoringProcess DesignChurn PredictionPerformance ReportingData Visualization

Soft Skills

Emotional IntelligenceTeam CoachingProfessional Growth Support

Tools & Technologies

GainsightVitallyChurnZeroExcel

Certifications & Qualifications

Wonderlic Assessment

Industry Keywords

Automotive Industry

About the role

Key responsibilities & impact

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

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
Experience using CRM, BI tools, or Excel to track health, predict churn, and report on team performance
Ability to design scalable processes
Previous successful implementation of a new tool, workflow, or playbook
Coaching-first management style
High emotional intelligence
Ability to work with advanced data visualization tools (nice to have)
Experience selecting or implementing a CS platform such as Gainsight, Vitally, or ChurnZero (nice to have)
Experience with the automotive industry (nice to have)
Completion of a Wonderlic Assessment before the end of the process

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
Comprehensive benefits
Flexible work arrangements