Steercrm19d ago

Manager of Customer Success

United StatesRemotemid

OtherCustomer Success ManagerManager Of Customer SuccessCustomer Success

0 views0 saves0 applied

Apply Now

Quick Summary

Overview

Steer offers a suite of software tools for today's automotive repair shop. We combine a mix of software tools that a repair shop needs to run a highly profitable shop, in one user-friendly,

Technical Tools

OtherCustomer Success ManagerManager Of Customer SuccessCustomer Success

Steer offers a suite of software tools for today's automotive repair shop. We combine a mix of software tools that a repair shop needs to run a highly profitable shop, in one user-friendly, cost-effective platform. Through the Steer suite, we allow the shop owner to get back to focusing on what matters, and to stop worrying about marketing and customer retention.

Steer began as an online directory for drivers to find a local mechanic. Fast forward to today, Steer has launched a complete Customer Relationship Management (CRM) marketing suite, complete with text messaging, email automation, direct mail integration, reputation management, appointment reminders, declined/recommended services, and many other features. We are always innovating and we are proud to be a leader in the automotive repair industry. In August 2024 Steer acquired AutoOps - the leader in modern, intelligent, and fully integrated scheduling software for auto repair shops. AutoOps allows customers to smoothly schedule through a shop's website and Google Business Profile.

About the Role

~1 min read

You understand that an Enterprise lead needs a different "touch" than a high-volume user, and you know how to build systems for both.
You don't wait for a clean dashboard; you dive into the data to find the trends, churn risks, and expansion opportunities yourself.
You can coach a CSM through a high-stakes executive presentation one hour and help them optimize an automated email sequence the next.
You thrive in the "grey area." You see messy data and ambiguous processes as a puzzle to solve rather than a roadblock.

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.