Strategic Customer Success Manager

Job Summary

Owning and growing relationships with complex, multi-location accounts, the full-time Strategic Customer Success Manager will drive executive alignment, lead quarterly business reviews, and coordinate cross-functional initiatives to ensure customer retention and expansion in a remote setting.

Key responsibilities

• Drive end-to-end management of strategic accounts, including account planning, renewal readiness, and expansion identification
• Help design Steer's enterprise customer success framework to proactively support and scale high-value accounts
• Partner with cross-functional teams to resolve complex escalations and translate customer feedback into internal action plans

Required qualifications

• 5+ years of experience managing complex, strategic B2B SaaS accounts, ideally at a multi-location or enterprise scale
• Proven history of driving retention metrics while identifying upsell opportunities
• Exceptional presentation and relationship skills, with the ability to engage executive stakeholders
• Demonstrated success managing the entire post-sale lifecycle, including renewals and expansions
• Familiarity with automotive, franchise, or Multi-Shop Operator (MSO) business models is a plus