Customer Success Manager, SMB

1 month ago

Boston, United States Steer Full time
Job DescriptionJob Description

Steer by Mechanic Advisor 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 CRM suite, we allow the shop owner to get back to focusing on what matters, and to stop worrying about marketing and customer retention.

Founded in 2006, Steer by Mechanic Advisor began as an online directory for drivers to find a local mechanic. Fast forward to today, Steer by Mechanic Advisor 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.

About the Role

Position Overview

Steer is looking for a Customer Success Manager to serve as a trusted advisor for building relationships, driving product adoption, and empowering our customers to fulfill their goals. You will be a subject-matter expert on the Steer platform and provide a unique level of consultation and inspiration to our customers. This role will be part of our energetic, empathetic and passionate Customer Success team. We are looking for a Customer Success Manager who enjoys collaboration, taking on new challenges, and driving value for our customers.

You Will

  • Build strong relationships with our customers to understand their needs and ensure their success with Steer.
  • Serve as the main point of contact and liaison between clients and the rest of the Steer team.
  • Empower customers to connect their goals and challenges with the solution in Steer.
  • Leverage behavioral data with Pendo to segment your book of business and develop communication strategies driving the greatest impact at scale.
  • Lead online webinars, consultations, and one-on-one demos to educate customers on the features of our product.
  • Maintain regular communication with clients to ensure they are maximizing the full potential of Steer's offerings.
  • Build, own, and execute customer success and engagement plans.
  • Own the commercial goals of retention and revenue expansion.
  • Spearhead internal, cross-functional improvement projects.
  • Represent the voice of the customer, and influence the product development roadmap.
You Have

Must Have:
  • 3+ years of B2B SaaS customer success, account management or consulting experience working with accounts of varying size and complexity
  • Superb written and verbal communication skills
  • Positive attitude, empathy, and high energy
  • Ability to take initiative and adapt
  • Prior experience teaching technical information to a non-technical audience
  • Strong customer-facing and presentation skills with the ability to establish credibility with business owners
  • BA/ BS degree or equivalent experience



Interview Process

  1. Initial Screen - 30min
  2. Hiring Manager Interview - 45min
  3. Executive Interview - 30min
    Career Journey Interview - 60min
  4. Case Study + Presentation - 60min
  5. Reference Checks

We Offer

  • 100% remote
  • 100% employer paid medical insurance
  • Flexible PTO with 15 days minimum
  • Generous Parental Leave
  • 401k
  • Learning Stipend
  • WFH Equipment
  • Chance to work with the latest technology
  • A collaborative and innovative work culture
  • Opportunities for career growth and development

At Steer, we value diversity and believe that forming teams in which everyone can be their authentic self is key to our success. We welcome applications from those with diverse backgrounds and industries.

Our hiring process looks beyond just credentials. The school you went to at 18 doesn't define your potential to thrive and enrich our culture. Even if you don't meet every requirement, we invite you to apply.

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