Manager of Scaled Customer Success
New
S
SteerAutomotive Software
United States (Remote)Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- 2+ years of experience managing a Customer Success team (or 4+ years as a Senior/Lead CSM ready for the next step)
- Required Skills
- LeadershipBusiness IntelligenceCRMData analyticsCustomer Success
Requirements
- 2+ years of experience managing a Customer Success team (or 4+ years as a Senior/Lead CSM)
- Proven experience managing both high-touch Enterprise accounts and Scaled/Digital segments
- Analytical proficiency in using CRM, BI tools, or Excel
- Systems thinking and experience designing scalable processes
- High emotional intelligence and a coaching-first management style
Responsibilities
- 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.
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