[Remote] Manager of Scaled Customer Success

Note: The job is a remote job and is open to candidates in USA. Steer is a company that offers a suite of software tools for automotive repair shops, focusing on customer relationship management and innovative solutions. As the Manager of Scaled Customer Success, you will lead a team of Customer Success Managers, overseeing both high-touch Enterprise partnerships and high-volume Scaled segments, while developing strategies to enhance customer retention and operational efficiency.ResponsibilitiesDefine and iterate on the engagement models for our Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiencyDevelop a standardized Account Health Scoring system that identifies risk across the entire 1,000+ account baseTransition the team from informal Slack-based collaboration to a structured internal knowledge base and formal playbooksMove the team away from reactive 'firefighting' by using leading indicators to trigger outreach before a customer is at riskManage the day-to-day performance of the CS team, using clear KPIs to drive accountability and professional growthSkills2+ years of experience managing a Customer Success team (or 4+ years as a Senior/Lead CSM ready for the next step)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 team performanceAbility to design processes that scale; you've successfully implemented a new tool, workflow, or playbook in the pastA coaching-first management style that fits our supportive, collaborative cultureAbility to work with advanced data visualization toolsExperience selecting or implementing a CS Platform (e.g., Gainsight, Vitally, ChurnZero)Experience with the automotive industryBenefits100% remote work environmentMedical, Dental and Vision insurance within 30 days100% employer-paid medical insuranceEquity packageFlexible PTO with 15 days minimumGenerous Parental LeaveFSA and HSA options401(k)Growth & Wellness StipendWFH EquipmentChance to work with the latest technologyA collaborative, high ownership cultureOpportunities for development and career growthCompany OverviewSteer is a marketing and communications platform built to help auto repair shops grow. It was founded in 2006, and is headquartered in Boston, Massachusetts, USA, with a workforce of 51-200 employees. Its website is http://www.mechanicadvisor.com.