Manager of Customer Success
New
S
SteerAutomotive repair 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)
- Required Skills
- Business IntelligenceData AnalysisMicrosoft ExcelAccount ManagementCRMCustomer 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 using data (CRM, BI tools, or Excel) to track health and predict churn.
- Systems thinking: ability to design scalable processes and implement tools or workflows.
- High emotional intelligence with a coaching-first management style.
- Experience with QBRs and multi-stakeholder navigation.
- Experience with automation and mass communication strategies.
- Nice to have: Technical literacy with data visualization tools.
- Nice to have: Experience selecting or implementing a CS platform (e.g., Gainsight, Vitally, ChurnZero).
- Nice to have: Experience with the automotive industry.
Responsibilities
- Define and iterate on engagement models for Enterprise (high-touch) and Scaled (tech-touch) segments.
- Develop a standardized Account Health Scoring system for the 1,000+ account base.
- Transition team knowledge from informal channels to a structured internal knowledge base and formal playbooks.
- Drive proactive retention by identifying leading indicators to trigger outreach before customers reach risk status.
- Manage day-to-day performance of the CS team using clear KPIs to drive accountability and growth.
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