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Customer Success Manager, SMB

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Steer

2mo ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Sales & Business Development
  • Raleigh
    Remote

AI generated summary

  • You need 3+ years in B2B SaaS customer success, MarTech experience, strong communication skills, and the ability to teach technical info to non-technical users. A BA/BS is required.
  • You will build relationships with customers, drive engagement plans, enhance retention and revenue, conduct webinars and demos, and ensure clients maximize Steer's offerings through regular communication.

Requirements

  • Must Have:
  • 3+ years of B2B SaaS customer success, account management or consulting experience working with accounts of varying size and complexity.
  • Experience with a MarTech product or selling directly to marketing teams.
  • Proven ability to influence and shift customer perspectives to drive change through feature and product usage.
  • 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.
  • Positive attitude, empathy, and high energy.
  • Superb written and verbal communication skills.
  • Ability to take initiative and adapt.
  • BA/ BS degree or equivalent experience.
  • Nice to Have:
  • Experience in a customer success role at a startup.
  • Experience working in the automotive tech industry.
  • Experience working at a CRM company.

Responsibilities

  • Build strong relationships with our customers to understand their needs and ensure their success with Steer.
  • 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.
  • 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.
  • Serve as the main point of contact and liaison between clients and the rest of the Steer team.
  • Maintain regular communication with clients to ensure they are maximizing the full potential of Steer's offerings.

FAQs

What is the primary focus of the Customer Success Manager role at Steer?

The primary focus of the Customer Success Manager role is to build relationships with customers, drive product adoption, and empower them to fulfill their goals using the Steer platform.

What qualifications do I need to apply for the Customer Success Manager position?

You need 3+ years of B2B SaaS customer success, account management or consulting experience, particularly with MarTech products, along with strong communication skills and a BA/BS degree or equivalent experience.

Is prior experience in the automotive tech industry required for this role?

No, experience in the automotive tech industry is not required, but it is considered a nice to have.

What kind of training or support will I receive in this role?

As a Customer Success Manager, you will receive ongoing support and the opportunity to lead webinars, consultations, and demos to educate and engage customers on Steer's offerings.

What is the structure of the interview process?

The interview process includes an initial screen, a hiring manager interview, a career journey interview, a case study and presentation, followed by reference checks.

What benefits does Steer offer to its employees?

Steer offers 100% employer-paid medical insurance, flexible PTO, generous parental leave, a 401k plan, a learning stipend, WFH equipment, and opportunities for career growth in a collaborative work culture.

Are there opportunities for career growth at Steer?

Yes, Steer provides opportunities for career growth and development as part of its innovative work culture.

Do I need to meet all the qualifications listed in the job description to apply?

No, Steer encourages candidates to apply even if they do not meet every requirement, as they value diverse backgrounds and experiences.

Will I be required to work with technical information?

Yes, you will need to teach technical information to a non-technical audience as part of the role.

Is the position fully remote?

Yes, the Customer Success Manager position at Steer is fully remote.

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Steer

We are a global consultancy working across cities, infrastructure & transport, helping people, places & economies thrive

Consulting
Industry
201-500
Employees
1978
Founded Year

Mission & Purpose

Steer is a UK-based company that operates in the field of transportation and urban planning. They provide consulting services related to transportation infrastructure, sustainable mobility solutions, and urban development. With expertise in areas such as traffic management, public transport, and smart city planning, Steer plays a vital role in shaping efficient and sustainable urban environments. Their focus is on creating innovative solutions that enhance transportation systems, reduce congestion, and contribute to the overall well-being of communities. For specific details about their services and projects, it's recommended to refer directly to the company's official materials.

Culture & Values

  • We are bold

    In an ever-changing world, we have always been a company that evaluates the current situation and is unafraid to make bold decisions. We are continuously challenging ourselves and always learning.

  • We are global

    Our teams are made up of people from across the globe. We embrace diverse cultures and experiences, thriving on these differences. It enables us to share local knowledge on an international scale.

  • We are open

    There is a culture of approachability at Steer; you can talk to anyone, anywhere. We prosper by building relationships and are always interested in hearing each other’s ideas and opinions.

  • We are unique

    We are a mix of experts, specialists and generalists and every single person shapes who we are. At Steer, you can really ‘be yourself’, while we create openness and opportunity to allow you to be the best you can.

  • We are inclusive

    Our role in helping people, places and economies thrive means that we take our social and cultural responsibilities seriously and that they form an important part of our culture and values.

  • We love what we do

    Above all else, we are passionate about our work. We have a tangible sense of pride in the work we deliver, which drives us all to make a difference. A difference that helps people, places and economies thrive.