Strategic Customer Success Manager

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🔥 14 hours ago

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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

• Drive end-to-end management of strategic accounts, including account planning, QBRs, renewal readiness, and expansion identification. • Help design Steer's enterprise CS framework, defining how we proactively support and scale our highest-value accounts. • Partner with Support, Onboarding, Product, Sales, and RevOps to resolve complex escalations and translate customer feedback into internal action plans. • Create clear account plans for top-tier accounts to give the broader team visibility into enterprise health, revenue risks (GRR), and net revenue opportunities (NRR). • Lead smooth onboarding transitions, coordinate reporting and campaign strategies, and resolve complex issues before they become urgent.

🎯 Requirements

• 5+ years of experience managing complex, strategic B2B SaaS accounts (ideally multi-location or enterprise-scale) • A proven history of driving world-class retention metrics; you know how to protect the core business (GRR) while identifying upsells to boost NRR • Exceptional presentation, project management, and relationship skills, with the ability to command a room of executive stakeholders • Demonstrated success managing the entire post-sale lifecycle, including renewals, expansions, health tracking, and cross-functional initiatives. • Familiarity with automotive, franchise, or Multi-Shop Operator (MSO) business models. • Experience using HubSpot, Slack, Google Workspace, or dedicated Customer Success platforms. • Prior experience assisting with customer onboarding design, integrations, marketing SaaS, or building CS frameworks from scratch.

🏖️ Benefits

• 100% remote work environment • Medical, Dental, and Vision insurance within 30 days (100% employer-paid medical) • Equity package • Flexible PTO with a 15-day 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 with clear opportunities for career growth