Enterprise Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the comprehensive management of strategic accounts, encompassing account planning, quarterly business reviews (QBRs), readiness for renewals, and identification of expansion opportunities.

• Assist in the development of Steer's enterprise Customer Success framework, outlining how we proactively support and scale our most valuable accounts.

• Collaborate with Support, Onboarding, Product, Sales, and RevOps teams to address complex escalations and convert customer feedback into actionable internal plans.

• Develop detailed account plans for top-tier accounts to provide the wider team with insights into enterprise health, revenue risks (GRR), and net revenue opportunities (NRR).

• Facilitate seamless onboarding transitions, coordinate reporting and campaign strategies, and resolve intricate issues before they escalate.

⛳️ Requirements

• 5+ years of experience managing complex, strategic B2B SaaS accounts (preferably multi-location or enterprise-scale).

• A proven track record of achieving exceptional retention metrics; adept at safeguarding core business (GRR) while identifying upsell opportunities to enhance NRR.

• Outstanding presentation, project management, and relationship-building skills, with the ability to engage executive stakeholders effectively.

• Demonstrated ability to manage the complete post-sale lifecycle, including renewals, expansions, health tracking, and cross-functional initiatives.

• Knowledge of automotive, franchise, or Multi-Shop Operator (MSO) business models (Nice to Have).

• Experience with HubSpot, Slack, Google Workspace, or specialized Customer Success platforms (Nice to Have).

• Previous involvement in customer onboarding design, integrations, marketing SaaS, or developing Customer Success frameworks from scratch (Nice to Have).

🏝️ Benefits

• Fully remote work environment.

• Medical, Dental, and Vision insurance available within 30 days (100% employer-covered medical).

• Equity package.

• Flexible Paid Time Off with a minimum of 15 days.

• Generous Parental Leave.

• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.

• 401(k) retirement plan.

• Growth & Wellness Stipend.

• Work-from-home equipment provided.

• Opportunity to engage with cutting-edge technology.

• A collaborative, high-ownership culture with clear pathways for career advancement.