Customer Success Manager

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🔥 12 hours ago

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steercom - Key Message. Delivered.

WebsiteLinkedInAll Job Openings

1 - 10 employees

💼 Consulting

📣 Marketing

⚡ Productivity

Consulting • Marketing • 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

• Lead a team of 10 Customer Success Managers across Enterprise and Scaled customer segments • Define and iterate engagement models for Enterprise high-touch and Scaled tech-touch tiers • Develop a standardized Account Health Scoring system across a 1,000+ account base • Transition informal Slack collaboration into a structured internal knowledge base and formal playbooks • Use leading indicators to trigger proactive customer retention outreach • Manage day-to-day CS team performance using KPIs • Coach team members and support professional growth • Report to the Director of Customer Success • Turn crowdsourced knowledge into repeatable, data-driven playbooks that drive global retention

🎯 Requirements

• 2+ years of experience managing a Customer Success team, or 4+ years as a Senior/Lead CSM ready for the next step • Experience using CRM, BI tools, or Excel to track health, predict churn, and report on team performance • Ability to design scalable processes • Previous successful implementation of a new tool, workflow, or playbook • Coaching-first management style • High emotional intelligence • Ability to work with advanced data visualization tools (nice to have) • Experience selecting or implementing a CS platform such as Gainsight, Vitally, or ChurnZero (nice to have) • Experience with the automotive industry (nice to have) • Completion of a Wonderlic Assessment before the end of the process

🏖️ 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 • Comprehensive benefits • Flexible work arrangements