Manager of Scaled Customer Success

🏢 Summary: Leadership role overseeing Customer Success Managers across enterprise and scaled segments, focused on building a unified account health framework and driving proactive, data-driven retention strategies. The position combines strategic operations, analytics, and team mentorship to professionalize CS processes and scale engagement models. Fully remote with comprehensive benefits and growth opportunities. 🗂️ Requirements: 2+ years managing a Customer Success team or 4+ years as Senior/Lead CSM, Experience with Enterprise (high-touch) and Scaled/Digital (tech-touch) customer segments, Experience conducting QBRs and managing multi-stakeholder accounts, Experience using CRM, BI tools, or Excel for health tracking and churn prediction, Ability to design and implement scalable processes, tools, or workflows, Experience managing team performance using KPIs 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, Automation, DataVisualization 🏢 Description: Steer provides a suite of software tools for automotive repair shops, combining CRM marketing, text messaging, email automation, direct mail integration, reputation management, appointment reminders, declined/recommended services, and integrated scheduling software. About the Role As the Manager of Customer Success, you will lead Customer Success Managers across a diverse portfolio ranging from high-touch Enterprise partnerships to high-volume Scaled segments. Reporting to the Director of Customer Success, you will bridge personalized relationship management and digital-first automation. Your mission is to professionalize CS operations by building a unified "Account Health" framework that works for every customer and to transform informal knowledge into structured, data-driven playbooks that drive retention. You Will - Define and iterate engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers. - Develop a standardized Account Health Scoring system to identify risk across 1,000+ accounts. - Transition informal collaboration into a structured internal knowledge base and formal playbooks. - Use leading indicators to trigger proactive outreach and improve retention. - Manage day-to-day performance of the CS team using clear KPIs to drive accountability and growth. You Have Must Have: - 2+ years managing a Customer Success team or 4+ years as a Senior/Lead CSM. - Proven experience managing Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication). - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on performance. - Ability to design scalable processes and successfully implement new tools, workflows, or playbooks. - Coaching-oriented leadership style with high emotional intelligence. Nice to Have: - Ability to work with advanced data visualization tools. - Experience selecting or implementing a CS platform (e.g., Gainsight, Vitally, ChurnZero). - Experience in the automotive industry. We Offer - 100% remote work environment. - Medical, dental, and vision insurance within 30 days (100% employer-paid medical). - Equity package. - Flexible PTO with 15 days minimum. - Generous parental leave. - FSA and HSA options. - 401(k). - Growth & wellness stipend. - WFH equipment. - Collaborative, high-ownership culture. - Opportunities for development and career growth.

🏢 Summary: Leadership role overseeing Enterprise and Scaled Customer Success segments, focused on building a unified account health framework, improving retention through data-driven strategies, and operationalizing scalable processes. The position combines team management, analytics, and systems design to professionalize CS operations across 1,000+ accounts. Fully remote with comprehensive benefits and growth opportunities. 🗂️ Requirements: 2+ years managing a Customer Success team or 4+ years as Senior/Lead CSM, Experience managing Enterprise (high-touch) and Scaled/Digital CS segments, Experience using CRM, BI tools, or Excel for health tracking and churn prediction, Ability to design and implement scalable processes, tools, or playbooks, Experience leading QBRs and managing multi-stakeholder accounts, Ability to define KPIs and manage team performance 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, DataVisualization, Automation, EmailMarketing, Slack 🏢 Description: About the Role As the Manager of Scaled Customer Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to high-volume Scaled segments. Reporting to the Director of Customer Success, you will serve as the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize Customer Success operations by building a unified Account Health framework that works for every customer, regardless of size. You Will - Define and iterate on engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency - Develop a standardized Account Health Scoring system that identifies risk across a 1,000+ account base - Transition informal Slack-based collaboration into a structured internal knowledge base and formal playbooks - Use leading indicators to proactively trigger outreach before customers are at risk - Manage day-to-day performance of the Customer Success team using clear KPIs to drive accountability and growth You Have Must Have: - 2+ years of experience managing a Customer Success team or 4+ years as a Senior/Lead CSM - Proven experience managing high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication) - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on performance - Ability to design scalable processes and successfully implement tools, workflows, or playbooks - High emotional intelligence and a coaching-first management style Nice to Have: - Ability to work with advanced data visualization tools - Experience selecting or implementing a Customer Success platform (e.g., Gainsight, Vitally, ChurnZero) - Experience in the automotive industry Interview Process 1. Initial Screen – 30 minutes 2. Hiring Manager Interview – 60 minutes 3. Case Study Assessment – 45 minutes Problem Solving Exercise – 60 minutes 4. Cross-Functional Interview – 30 minutes *Completion of the Wonderlic Assessment (20–30 minutes) is required before the end of the process. We Offer - 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 - Work-from-home equipment - Opportunities for development and career growth

🏢 Summary: Lead and scale a Customer Success team overseeing both Enterprise and high-volume segments, building a unified Account Health framework and data-driven retention strategy. The role focuses on designing scalable processes, implementing health scoring systems, and driving proactive customer engagement. This is a remote leadership position with strong benefits and growth opportunities. 🗂️ Requirements: 2+ years managing a Customer Success team or 4+ years as Senior/Lead CSM, Experience managing Enterprise (high-touch) and Scaled/Digital (tech-touch) accounts, Experience conducting QBRs and navigating multi-stakeholder environments, Proficiency in using CRM, BI tools, or Excel for health tracking and churn prediction, Experience designing and implementing scalable processes, tools, or playbooks, Ability to define KPIs and manage team performance, Completion of Wonderlic Assessment 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, Automation, DataVisualization, Slack 🏢 Description: About the Role As the Manager of Scaled Customer Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to high-volume Scaled segments. Reporting to the Director of Customer Success, you will act as the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize CS operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will lead a supportive, high-trust team and provide the strategic structure needed to turn informal knowledge into repeatable, data-driven playbooks that drive global retention. You Will - Segment the strategy by defining and iterating engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers. - Develop a standardized Account Health Scoring system to identify risk across 1,000+ accounts. - Transition informal collaboration into a structured internal knowledge base and formal playbooks. - Drive proactive retention using leading indicators to trigger outreach before customers are at risk. - Manage day-to-day team performance using clear KPIs to ensure accountability and growth. You Have Must Have: - 2+ years 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. - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report performance. - Ability to design scalable processes and implement tools, workflows, or playbooks. - High emotional intelligence with a coaching-first management style. Nice to Have: - Ability to work with advanced data visualization tools. - Experience selecting or implementing a CS platform (e.g., Gainsight, Vitally, ChurnZero). - Experience in the automotive industry. Interview Process 1. Initial Screen – 30 minutes 2. Hiring Manager Interview – 60 minutes 3. Case Study Assessment – 45 minutes 4. Problem Solving Exercise – 60 minutes 5. Cross-Functional Interview – 30 minutes *Completion of the Wonderlic Assessment (20–30 minutes) is required before the end of the process. We Offer - 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 - Opportunities for development and career growth

🏢 Summary: Lead and scale a Customer Success team overseeing both high-touch Enterprise and tech-touch Scaled segments, building a unified Account Health framework to drive proactive retention and operational excellence. The role focuses on developing data-driven playbooks, standardized health scoring, and structured processes to improve global customer retention across 1,000+ accounts. This is a remote leadership position combining strategic systems design, analytics, and team performance management. 🗂️ Requirements: 2+ years managing a Customer Success team or 4+ years as Senior/Lead CSM, Experience managing Enterprise (high-touch) and Scaled/Digital (automation-driven) segments, Experience using CRM, BI tools, or Excel for health tracking and churn prediction, Ability to design and implement scalable processes, tools, or workflows, Coaching-oriented leadership and high emotional intelligence 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, Automation, DataVisualization 🏢 Description: About the Role As the Manager of Customer Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to high-volume Scaled segments. Reporting to the Director of Customer Success, you will act as the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize Customer Success operations by building a unified "Account Health" framework that works for every customer, regardless of size. You Will - Segment the Strategy: Define and iterate on engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency. - Build the Health Engine: Develop a standardized Account Health Scoring system to identify risk across a 1,000+ account base. - Operationalize the Knowledge Base: Transition from informal collaboration to a structured internal knowledge base and formal playbooks. - Drive Proactive Retention: Use leading indicators to trigger outreach before customers are at risk. - Mentor & Measure: Manage day-to-day team performance using clear KPIs to drive accountability and professional growth. You Have Must Have: - 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 (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication). - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on performance. - Ability to design scalable processes and implement tools, workflows, or playbooks. - High emotional intelligence with a coaching-first management style. Nice to Have: - Ability to work with advanced data visualization tools. - Experience selecting or implementing a Customer Success platform (e.g., Gainsight, Vitally, ChurnZero). - Experience with the automotive industry. Interview Process 1. Initial Screen – 30 minutes 2. Hiring Manager Interview – 60 minutes 3. Case Study Assessment – 45 minutes Problem Solving Exercise – 60 minutes 4. Cross-Functional Interview – 30 minutes Completion of the Wonderlic Assessment (20–30 minutes) is required before the end of the process. We Offer - 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 - Opportunity to work with modern technology - Collaborative, high-ownership culture - Opportunities for development and career growth

🏢 Summary: Onsite Sales Development Representative role focused on driving outbound growth, generating new business opportunities, and delivering SaaS product demos to small business owners in the automotive repair industry. The position involves high-volume prospecting, consultative selling, and CRM pipeline management. Compensation includes base salary plus commission with opportunities for growth and hybrid flexibility after tenure. 🗂️ Requirements: 1+ years of outbound sales or business development experience, Proven record of meeting or exceeding sales quotas, Experience with phone-based outreach, Experience conducting product demos and consultations, Ability to work onsite in Waltham, MA, Experience using CRM systems to manage sales activities 📃 Skills: SaaS, CRM, HubSpot, Salesforce, Prospecting, Outbound, Demos, Forecasting 🏢 Description: 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 We're looking for a Sales Development Representative to help build and scale our outbound motion at Steer. This role is focused on uncovering lucrative new business opportunities, facilitating product demos, and guiding customers through a streamlined sales process. This is not a passive, inbound role. You will be expected to create opportunities from scratch, navigate organizations, and develop messaging that resonates with small business owners and operators in blue-collar industries. We are looking for someone who is no stranger to overcoming obstacles and strives to exceed expectations. Come join a team where skill cultivation, career advancement, and talent retention are core values. This role is 5x a week onsite in Waltham, MA. There is the potential for a hybrid working schedule after 6 months of tenure. Compensation: $90k OTE ($60,000 base salary + commission) You Are A Self-Starter: You are intrinsically motivated, results-oriented, and comfortable operating in a high-volume, outbound-heavy environment. Empathetic & Professional: You are approachable and professional, with a genuine desire to help business owners achieve their goals. Resilient & Persistent: You maintain a positive attitude in the face of rejection, using setbacks as opportunities for growth and learning. A Strong Communicator: You possess a growth mindset and are self-assured in your ability to build rapport and engage in compelling, effective communication. Organized & Disciplined: You are dependable and consistent in meeting deadlines and managing your pipeline activity. Coachable: You are enthusiastic, open to feedback, and committed to continuous improvement. You Will Drive Outbound Growth: Conduct a high volume of calls and outreach to identify and engage decision-makers and economic buyers. Master the Product: Develop a deep understanding of our SaaS product and its features to effectively communicate value during online product demos. Consultative Selling: Employ a consultative approach to understand prospects' needs and tailor presentations to their specific pain points. Pipeline Management: Maintain meticulous records of sales activities and customer interactions in our CRM to ensure accurate forecasting. Partner for Success: Qualify opportunities and collaborate closely with the broader sales team on strategy and deal progression. You Have Must Have: 1+ years of sales experience, specifically in outbound prospecting or business development. Proven Track Record: A history of meeting or exceeding sales quotas and activity metrics. Communication Skills: Excellent verbal and written communication skills with comfort in phone-based outreach. Presentation Skills: Experience performing product demonstrations and consultations. Presence: Ability to commute to the Waltham, MA office. Nice to Have: Industry Experience: Familiarity with the automotive industry, home services, or blue-collar sectors. SaaS Background: Experience selling software or working in a high-growth startup environment. Tech Stack: Experience using CRM tools (like HubSpot or Salesforce) to manage opportunities. Interview Process Initial Screen (Lead Recruiter) - 30 min Hiring Manager Interview (Head of Sales) - 30 min Leadership Interview (CRO) - 30 min Reference Checks *We also require completion of the Wonderlic Assessment before the end of the process. This is done independently and takes about 20-30min. We Offer 100% employer-paid medical insurance Flexible PTO with a 15-day minimum Equity package Generous Parental Leave 401(k) Growth & Learning Stipend WFH Equipment (for your home setup) A collaborative, high-ownership culture with opportunities for career development Why Join Steer?At Steer, we align our mission of transforming the auto repair experience for shop owners and their customers with your passion for growth, innovation, and excellence. Here, you'll find opportunities to expand your skills, take on career-shaping challenges, and contribute to the future of the auto repair industry, all while enjoying comprehensive benefits and flexible work arrangements to support your well-being. Join Steer to be part of a forward-thinking, flexible, and collaborative culture where you are empowered to do meaningful and impactful work. We value diversity and believe that forming teams in which everyone can be their authentic self is key to our success. We welcome applications from those with diverse backgrounds and industries. Our hiring process looks beyond just credentials. The school you went to at 18 doesn't define your potential to thrive and enrich our culture. Even if you don't meet every requirement, we invite you to apply.

🏢 Summary: Lead and scale the Customer Success function by managing Enterprise and Scaled segments, building a unified account health framework, and driving proactive retention through data-driven processes. The role focuses on operationalizing CS playbooks, implementing health scoring systems, and mentoring a high-performing CS team. This is a remote leadership position with comprehensive benefits and growth opportunities. 🗂️ Requirements: 2+ years managing a Customer Success team or 4+ years as Senior/Lead CSM, Experience managing Enterprise (high-touch) and Scaled/Digital CS segments, Experience using CRM, BI tools, or Excel to track account health and predict churn, Ability to design and implement scalable CS processes, tools, or playbooks, Experience managing team performance using KPIs 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, Slack, Automation, DataVisualization 🏢 Description: About the Role As the Manager of Customer Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to our high-volume Scaled segments. Reporting to the Director of Customer Success, you will be the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize our CS operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will lead a supportive, high-trust team and provide the strategic structure needed to turn informal knowledge into repeatable, data-driven playbooks that drive global retention. You Are - 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 dive into data to find trends, churn risks, and expansion opportunities. - You can coach a CSM through a high-stakes executive presentation and help optimize an automated email sequence. - You thrive in ambiguous environments and turn messy data into structured processes. You Will - Segment the strategy by defining and iterating engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers. - Develop a standardized Account Health Scoring system across 1,000+ accounts. - Transition informal collaboration into a structured internal knowledge base and formal playbooks. - Use leading indicators to trigger proactive retention efforts. - Manage day-to-day CS team performance using clear KPIs. You Have Must Have: - 2+ years of experience managing a Customer Success team or 4+ years as a Senior/Lead CSM. - Proven experience managing both Enterprise and Scaled/Digital segments. - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on performance. - Ability to design and scale processes, tools, or workflows. - High emotional intelligence and coaching-oriented leadership style. Nice to Have: - Ability to work with advanced data visualization tools. - Experience selecting or implementing a CS platform (e.g., Gainsight, Vitally, ChurnZero). - Experience with the automotive industry. Interview Process 1. Initial Screen – 30 min 2. Hiring Manager Interview – 60 min 3. Case Study Assessment – 45 min Problem Solving Exercise – 60 min 4. Cross-Functional Interview – 30 min Completion of the Wonderlic Assessment (20–30 min) is required before the end of the process. We Offer - 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 - Collaborative, high ownership culture - Opportunities for development and career growth

🏢 Summary: Leadership role overseeing Customer Success Managers across enterprise and scaled segments, focused on building scalable account health frameworks and driving proactive retention. The position blends strategic operations, data-driven decision making, and team mentorship to improve customer outcomes and global retention. Fully remote role with comprehensive benefits and growth opportunities. 🗂️ Requirements: 2+ years managing a Customer Success team or 4+ years as Senior/Lead CSM, Experience managing Enterprise and Scaled/Digital customer segments, Experience conducting QBRs and multi-stakeholder account management, Proficiency using CRM, BI tools, or Excel for health tracking and churn prediction, Experience designing and implementing scalable processes or workflows, Ability to define KPIs and manage team performance, Experience implementing or using Customer Success platforms 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, DataVisualization, Automation, KPI, AccountHealthScoring 🏢 Description: About the Role As the Manager of Customer Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to high-volume Scaled segments. Reporting to the Director of Customer Success, you will act as the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize Customer Success operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will lead a supportive, high-trust team and provide the strategic structure needed to turn informal knowledge into repeatable, data-driven playbooks that drive global retention. You Will Segment the Strategy: - Define and iterate on the engagement models for 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 Knowledge Base: - Transition the team from informal collaboration to a structured internal knowledge base and formal playbooks. Drive Proactive Retention: - Use leading indicators to trigger outreach before a customer is at risk. Mentor & Measure: - Manage the day-to-day performance of the Customer Success team using clear KPIs to drive accountability and professional growth. You Have Must Have: - 2+ years of experience managing a Customer Success team or 4+ years as a Senior/Lead CSM. - Proven experience managing high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication). - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on team performance. - Ability to design scalable processes and successfully implement new tools, workflows, or playbooks. - High emotional intelligence with a coaching-first management style. Nice to Have: - Ability to work with advanced data visualization tools. - Experience selecting or implementing a Customer Success platform (e.g., Gainsight, Vitally, ChurnZero). - Experience with the automotive industry. Interview Process 1. Initial Screen – 30 minutes 2. Hiring Manager Interview – 60 minutes 3. Case Study Assessment – 45 minutes Problem Solving Exercise – 60 minutes 4. Cross-Functional Interview – 30 minutes Completion of the Wonderlic Assessment (20–30 minutes) is required before the end of the process. We Offer - 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 - Collaborative, high ownership culture - Opportunities for development and career growth

🏢 Summary: Lead and scale a Customer Success team overseeing both Enterprise and Scaled segments, building a unified Account Health framework and data-driven retention strategy. The role focuses on operationalizing processes, implementing health scoring systems, and driving proactive, KPI-based performance management. You will bridge high-touch relationship management with digital-first automation to improve global retention. 🗂️ Requirements: 2+ years managing a Customer Success team or 4+ years as Senior/Lead CSM, Experience managing Enterprise and Scaled/Digital customer segments, Experience conducting QBRs and navigating multi-stakeholder accounts, Proficiency using CRM, BI tools, or Excel for health tracking and churn prediction, Experience designing and implementing scalable processes, tools, or playbooks, Ability to define KPIs and manage team performance, Technical literacy with data visualization tools, Experience with Customer Success platforms (e.g., Gainsight, Vitally, ChurnZero) 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, Automation, DataVisualization, KPI, HealthScoring 🏢 Description: About the Role As the Manager of Client Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to our high-volume Scaled segments. Reporting to the Director of Customer Success, you will be the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize our CS operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will lead a supportive, high-trust team and provide the strategic structure needed to turn informal knowledge into repeatable, data-driven playbooks that drive global retention. You Are - 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 dive into data to identify trends, churn risks, and expansion opportunities. - You can coach a CSM through a high-stakes executive presentation and optimize automated email sequences. - You thrive in ambiguous environments and solve messy data and process challenges. You Will - Define and iterate engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers. - Develop a standardized Account Health Scoring system across 1,000+ accounts. - Transition informal collaboration into a structured internal knowledge base and formal playbooks. - Use leading indicators to trigger proactive retention efforts. - Manage day-to-day CS team performance using clear KPIs. You Have Must Have: - 2+ years managing a Customer Success team or 4+ years as a Senior/Lead CSM. - Experience managing Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication). - Experience using CRM, BI tools, or Excel to track health, predict churn, and report performance. - Ability to design scalable processes and implement new tools, workflows, or playbooks. - High emotional intelligence with a coaching-first management style. Nice to Have: - Ability to work with advanced data visualization tools. - Experience selecting or implementing a Customer Success platform (e.g., Gainsight, Vitally, ChurnZero). - Experience with the automotive industry. We Offer - 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 - Collaborative, high ownership culture - Opportunities for development and career growth

🏢 Summary: Lead Full Stack Engineer role focused on architecting and scaling a next-generation SaaS CRM platform for the automotive industry. The position involves owning core platform components, designing reusable full-stack services, and driving AI-first development with LLM integration. This is a high-impact, remote role emphasizing technical leadership, scalability, security, and modern DevOps practices. 🗂️ Requirements: 7+ years building complex web-based SaaS products, Hands-on experience with LLMs and prompt engineering, Proficiency in relational databases (PostgreSQL or MySQL), Proficiency in NoSQL databases (MongoDB or Redis), Experience with schema design and query optimization, Experience architecting scalable full-stack applications, Strong knowledge of security best practices and test automation, Experience with CI/CD pipelines and containerization, Ability to lead technical design and conduct code reviews 📃 Skills: .NET, Node.js, TypeScript, React, PostgreSQL, MySQL, MongoDB, Redis, Docker, Kubernetes, Terraform, CloudFormation, LLM, CI/CD 🏢 Description: 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 We're growing our world-class engineering team to usher our CRM platform into the next generation of software — and we're looking for a visionary Lead Full Stack Engineer to join our Core Platform Team. Most Lead roles at "Big Tech" companies involve maintaining a single microservice or acting as a small cog in a 100-person machine. At Steer, you aren't just a contributor; you are the architect of a platform aiming for 100% market dominance. This is a high-impact role for someone who doesn't just write great code, but who can see around corners, challenge conventions, and lead entire products from vision to launch. Why Steer? True Ownership: You will lead massive products from start to finish within lean, high-velocity teams. Hyper-Growth & Vision: We are currently at a fraction of our total addressable market in the automotive industry. The potential for scale is massive, and you will be a leading developer shaping this space. Freedom to Innovate: You don't need side projects to explore new techniques. We provide the autonomy and the platform to experiment with and implement the latest tech directly into our core product. AI-First Culture: We prioritize high-level problem-solving and AI/LLM expertise. We actively encourage the use of AI tools to accelerate coding across any language. The Role In this role, you will be instrumental in architecting and deploying robust, scalable, and secure applications that define the future of the auto repair industry. While our current stack includes .NET, React, and Node.js (TypeScript), specific experience with our stack is not a requirement—we value engineering fundamentals and the ability to solve complex problems above all else. Location: 100% Remote (US Only) Team: Core Platform You Will: Technical Strategy & Ownership: Focus on the core components of the Steer CRM, specifically optimizing how we ingest and process data to revolutionize our automation tools. Architectural Vision: Lead the design of reusable full-stack components and services that ensure our platform remains performant as we scale toward market dominance. Adaptive Development: Pivot at a moment's notice based on evolving business needs, shifting focus between new integrations and core infrastructure to keep our ecosystem seamless. Customer-Centric Engineering: Partner closely with Product to understand user pain points, ensuring every architectural decision adds tangible value to the auto repair shops we serve. Code Excellence: Champion best practices in security, test automation, and maintainability. Conduct deep-dive code reviews that elevate the entire engineering organization. Modern DevOps: Influence our CI/CD pipelines, containerization (Docker, Kubernetes), and IaC practices to ensure a seamless developer experience. You Have: Must Have: 7+ years of professional experience building complex, web-based SaaS products. AI & LLM Integration: Hands-on experience working with LLMs and prompt engineering. You use AI to bridge gaps and accelerate development. Database Expertise: Proficiency with both relational (PostgreSQL, MySQL) and NoSQL (MongoDB, Redis) databases, including schema design and query optimization. The "Owner" Mindset: A track record of taking full accountability for projects and a passion for solving "impossible" problems in fast-paced environments. Exceptional Communication: The ability to translate complex technical concepts into product outcomes and collaborate effectively with leadership. Nice to Have: Familiarity with our current stack: .NET, Node.js (TypeScript), and React. Experience with Infrastructure as Code (Terraform, CloudFormation). Previous experience as a founding engineer or in an early-stage startup environment. Interview Process: Initial Screen — 30 min with Lead Recruiter Hiring Manager Interview — 60 min Technical Interview — 60 min with a Principal Engineer Collaborative Interview — 30 min with Sr. Staff Engineer and Team Manager Reference Checks We Offer: Equity Options: Own a piece of the company's success. 100% Remote: Work from anywhere in the US. 100% Employer-Paid Medical Insurance. Flexible PTO: With a 15-day minimum. FSA, HSA, and 401k options. Learning Stipend & WFH Equipment: Everything you need for a world-class home office and continuous growth. Innovative Culture: A seat at the table to influence the latest AI technology in a collaborative environment. Why Join Steer?At Steer, we align our mission of transforming the auto repair experience for shop owners and their customers with your passion for growth, innovation, and excellence. Here, you'll find opportunities to expand your skills, take on career-shaping challenges, and contribute to the future of the auto repair industry, all while enjoying comprehensive benefits and flexible work arrangements to support your well-being. Join Steer to be part of a forward-thinking, flexible, and collaborative culture where you are empowered to do meaningful and impactful work. We value diversity and believe that forming teams in which everyone can be their authentic self is key to our success. We welcome applications from those with diverse backgrounds and industries. Our hiring process looks beyond just credentials. The school you went to at 18 doesn't define your potential to thrive and enrich our culture. Even if you don't meet every requirement, we invite you to apply.

🏢 Summary: Leadership role overseeing Customer Success Managers across Enterprise and Scaled segments, focused on building a unified Account Health framework and driving proactive retention. Responsible for segmenting engagement strategies, implementing data-driven health scoring, and operationalizing structured playbooks. Reports to the Director of Customer Success and manages performance through clear KPIs and scalable processes. 🗂️ Requirements: 2+ years managing Customer Success team or 4+ years as Senior/Lead CSM, Experience with high-touch Enterprise accounts and Scaled/Digital segments, Experience using CRM, BI tools, or Excel for health tracking and churn prediction, Proven ability to design and implement scalable processes or workflows, Ability to manage team performance using KPIs, Experience implementing tools, workflows, or playbooks 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, DataVisualization, Automation, EmailMarketing, Slack 🏢 Description: About the Role As the Manager of Client Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to high-volume Scaled segments. Reporting to the Director of Customer Success, you will act as the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize Customer Success operations by building a unified "Account Health" framework that works for every customer, regardless of size. You Will - Define and iterate on engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency - Develop a standardized Account Health Scoring system to identify risk across a 1,000+ account base - Transition the team from informal collaboration to a structured internal knowledge base and formal playbooks - Use leading indicators to trigger proactive outreach and improve retention - Manage day-to-day team performance using clear KPIs to drive accountability and growth Must Have - 2+ years of experience managing a Customer Success team or 4+ years as a Senior/Lead CSM - Experience managing high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) - Experience managing Scaled/Digital segments (automation, mass communication) - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on performance - Ability to design scalable processes and implement new tools, workflows, or playbooks - High emotional intelligence with a coaching-focused management style Nice to Have - Ability to work with advanced data visualization tools - Experience selecting or implementing a Customer Success platform (e.g., Gainsight, Vitally, ChurnZero) - Experience with the automotive industry Interview Process 1. Initial Screen – 30 min 2. Hiring Manager Interview – 60 min 3. Case Study Assessment – 45 min Problem Solving Exercise – 60 min 4. Cross-Functional Interview – 30 min Completion of the Wonderlic Assessment (20–30 min) is required before the end of the process. We Offer - 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 - Collaborative, high-ownership culture - Opportunities for development and career growth