Position Details

Type Not Specified

Experience mid

Exp. Years Not specified

Education Not specified

Category Sales & Business Development

About this role

Steer is seeking a Manager of Customer Success to lead Customer Success Managers across Enterprise and Scaled customer segments. The role focuses on professionalizing CS operations by creating an Account Health framework, building data-driven playbooks, and driving proactive retention using leading indicators.

Key Responsibilities

Lead Customer Success Managers across Enterprise and Scaled tiers
Define and iterate engagement models for high-touch and tech-touch
Develop standardized Account Health Scoring across 1,000+ accounts
Operationalize internal hive-mind into knowledge base and formal playbooks
Drive proactive retention using leading indicators for outreach

Technical Overview

This is a CS operations and retention leadership role emphasizing analytics-driven Account Health Scoring, automated communications (email sequences), and transitioning from Slack-based collaboration to a structured internal knowledge base. The scope includes building repeatable playbooks and using leading indicators to trigger outreach.

Ideal Candidate

The ideal candidate is a Customer Success leader with experience managing both Enterprise (high-touch) and Scaled (tech-touch) customer segments. They can build and operationalize an Account Health framework (including Account Health Scoring), use data to identify churn risk and expansion opportunities, and coach CSMs on both executive-level presentations and automated outreach programs.

Must-Have Skills

Customer Success leadershipAccount Health Scoring systemData-driven churn risk identificationProactive retention using leading indicatorsAbility to coach Customer Success Managers (CSMs)Building repeatable data-driven playbooks

Nice-to-Have Skills

Experience transitioning Slack-based collaboration to a structured knowledge baseExperience with enterprise-to-scaled customer success segmentation

Tools & Platforms

SlackEmail automation

Required Skills

Customer SuccessAccount Health Scoring systemchurn risk analysisexecutive presentationsautomated email sequence optimizationdata-driven retention playbooksengagement modelsproactive retentionleading indicatorsknowledge baseplaybook developmentSlack

Hard Skills

Customer SuccessEnterprise customer successScaled (tech-touch) customer successAccount Health Scoring systemChurn risk analysisExpansion opportunities analysisExecutive presentation deliveryAutomated email sequence optimizationData-driven retention playbooksEngagement model designProactive retention outreachLeading indicators for churnKnowledge base creationPlaybook developmentSlack-based knowledge base transitionOperationalizing internal processes

Soft Skills

LeadershipCoachingHigh-trust team managementCommunicationStrategic thinkingProblem-solvingComfort with ambiguous processesCross-functional collaborationMentoring

Industry & Role

Industry SaaS

Job Function Lead Customer Success operations, retention strategy, and Account Health scoring across enterprise and scaled customer segments

Role Subtype Customer Success Manager

Keywords for Your Resume

Manager of Customer SuccessCustomer Success ManagersEnterprisehigh-touchScaledtech-touchAccount HealthAccount Health Scoringchurn risksexpansion opportunitiesexecutive presentationautomated email sequencedata-driven playbooksengagement modelsproactive retentionleading indicatorsknowledge baseplaybooksSlackSlack-based collaboration

Deal Breakers

Must have experience with Customer Success leadership and coaching CSMs, Must be able to build an Account Health Scoring system for churn risk identification, Must demonstrate proactive retention approach using leading indicators

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