Steer
Automotive Repair
StrategicCustomerSuccessManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Strategic Customer Success Manager at Steer. Skills: Account management, Customer success, Executive communication, Playbook design. Own relationships with largest accounts. Grow relationships with largest accounts”
What You'll Achieve.
Ensure customer retention; Position customers for expansion; Boost NRR
Industry & Context.
Comfortable with complexity; Thrive managing large accounts; Energized by grey area; Build order out of chaos
What They're Looking For.
Must Have
Strategic, proactive account owner, Build deep trust with C-suite, Manage large, multi-location customers, Manage competing priorities, Manage high expectations, Manage multi-stakeholder dynamics, Build order out of chaos, Protect core business (GRR), Identify upsells to boost NRR, Executive communication skills, Presentation skills, Project management skills, Relationship skills, Command a room of executives, Manage entire post-sale lifecycle, Manage renewals, Manage expansions, Manage health tracking, Manage cross-functional initiatives
Nice to Have
Familiarity with automotive, Familiarity with franchise, Familiarity with MSO business models, Experience using HubSpot, Experience using Slack, Experience using Google Workspace, Experience using CS platforms, Assisting with customer onboarding design, Assisting with integrations, Assisting with marketing SaaS, Building CS frameworks from scratch
What You'll Do.
Own relationships with largest accounts
Grow relationships with largest accounts
Drive executive alignment
Coordinate cross-functional initiatives
Ensure customers are retained
Position customers for expansion
Help shape Enterprise CS
Build strategic playbooks
Define support for complex accounts
How You'll Work.
Team & Collaboration
Collaborative team; Cross-functional initiatives
Communication Scope
Executive presentations; Executive communication
Process & Methodology
Project management
Full Job 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 As a Strategic Customer Success Manager, you will own and grow relationships with Steer's largest, most complex, and multi-location accounts. Sitting within a collaborative, high-energy team, your mission is to drive executive alignment, lead QBRs, and coordinate cross-functional initiatives to ensure our most important customers are retained and positioned for expansion. Beyond managing your book, you will help shape the future of Enterprise CS at Steer—building the strategic playbooks and defining how we support complex accounts at scale. You Are An Expert Relationship Builder: You are a strategic, proactive account owner who can build deep trust with both C-suite executives and day-to-day operational contacts. Comfortable with Complexity: You thrive when managing large, multi-location customers with competing priorities, high expectations, and multi-stakeholder dynamics. A Structure Builder: You are energized by th
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