Strategic 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), renewal preparedness, and identification of expansion opportunities.

• Assist in the development of Steer's enterprise customer success framework, establishing methods to proactively support and scale our most valuable accounts.

• Collaborate with Support, Onboarding, Product, Sales, and Revenue Operations to address complex escalations and convert customer feedback into actionable internal strategies.

• Develop transparent account plans for key accounts to provide the wider team insight into enterprise health, revenue risks (GRR), and net revenue opportunities (NRR).

• Facilitate seamless onboarding processes, coordinate reporting and campaign strategies, and address complex issues proactively before they escalate.

⛳️ Requirements

• Over 5 years of experience managing intricate, strategic B2B SaaS accounts (preferably at a multi-location or enterprise scale).

• A track record of achieving exceptional retention metrics; you understand how to safeguard core business (GRR) while recognizing upsell opportunities to enhance NRR.

• Outstanding presentation, project management, and relationship-building skills, capable of engaging executive stakeholders effectively.

• Proven success in managing the entire post-sale lifecycle, including renewals, expansions, health monitoring, and cross-functional initiatives.

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

• Proficient with tools such as HubSpot, Slack, Google Workspace, or specialized Customer Success platforms.

• Previous experience in designing customer onboarding processes, integrations, marketing SaaS, or creating customer success frameworks from the ground up.

🏝️ Benefits

• Fully remote work environment.

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

• Equity package offered.

• Flexible paid time off with a minimum of 15 days.

• Generous parental leave policy.

• Options for Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).

• 401(k) plan.

• Growth and wellness stipend.

• Equipment for working from home provided.

• Opportunity to work with cutting-edge technology.

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