Customer Success Manager

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🕒 May 22

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steercom - Key Message. Delivered.

WebsiteLinkedInAll Job Openings

1 - 10 employees

🤝 B2B

🏢 Enterprise

⚡ Productivity

B2B • Enterprise • Productivity

steercom is a company that specializes in helping individuals and organizations to communicate complex ideas more effectively. They use the Pyramid Principle as a core methodology to structure thoughts and deliver key messages in both verbal and written forms. steercom provides various tools and services such as the Pyramid Builder, Pyramid Visualizer, and Pyramid Speaker to enhance presentation skills and communication strategies. They offer programs and coaching focused on customer obsession, sales excellence, and effective negotiation, targeting executives and leaders who need to convey their ideas clearly and compellingly. Their team comprises experienced coaches with backgrounds in strategy consulting and management.

📋 Description

• Segment the Strategy: Define and iterate on the engagement models for our Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency. • Build the Health Engine: Develop a standardized Account Health Scoring system that identifies risk across the entire 1,000+ account base. • Operationalize the "Hive-Mind": Transition the team from informal Slack-based collaboration to a structured internal knowledge base and formal playbooks. • Drive Proactive Retention: Move the team away from reactive "firefighting" by using leading indicators to trigger outreach before a customer is at risk. • Mentor & Measure: Manage the day-to-day performance of the CS team, using clear KPIs to drive accountability and professional growth.

🎯 Requirements

• 2+ 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 performance. • Ability to design processes that scale; you’ve successfully implemented a new tool, workflow, or playbook in the past. • A coaching-first management style that fits our supportive, collaborative culture. • Nice to Have: Ability to work with advanced data visualization tools. • Experience selecting or implementing a CS Platform (e.g., Gainsight, Vitally, ChurnZero). • Experience with the automotive industry

🏖️ Benefits

• 100% remote work environment • Medical, Dental and Vision insurance within 30 days • 100% employer-paid medical insurance • Equity package • Flexible PTO with 15 days minimum • Generous Parental Leave • FSA and HSA options • 401(k) • Growth & Wellness Stipend • WFH Equipment • Chance to work with the latest technology • A collaborative, high ownership culture • Opportunities for development and career growth