Manager of Customer Onboarding - Remote

Overview

Steer offers a suite of software tools for today's automotive repair shop. We combine a mix of software tools that a repair shop needs to run a highly profitable shop, in one user-friendly, cost-effective platform. Through the Steer suite, we allow the shop owner to get back to focusing on what matters, and to stop worrying about marketing and customer retention.

Steer began as an online directory for drivers to find a local mechanic. Fast forward to today, Steer has launched a complete Customer Relationship Management (CRM) marketing suite, complete with text messaging, email automation, direct mail integration, reputation management, appointment reminders, declined/recommended services, and many other features. We are always innovating and we are proud to be a leader in the automotive repair industry. In August 2024 Steer acquired AutoOps - the leader in modern, intelligent, and fully integrated scheduling software for auto repair shops. AutoOps allows customers to smoothly schedule through a shop's website and Google Business Profile.

In Short

• Strategic Onboarding Manager role focused on redefining customer journey.
• Responsible for transitioning customers from "Sold" to "Successful."
• Goal to reduce Time-to-Value and improve workflows.
• Manage a team of Onboarding Specialists.
• Partner with Sales and Customer Success teams.
• Drive customer retention through high-touch care.
• Define and track key metrics like CSAT and Activation rates.
• Experience in a fast-paced SaaS environment required.
• Must have a proven leadership track record.
• Remote position for US-based candidates.

Requirements

• 3+ years in a leadership role within Onboarding, Implementation, or Customer Success.
• Experience in process optimization and managing implementation teams.
• Ability to navigate stakeholder conversations effectively.
• Data-informed decision-making skills.
• Experience with HubSpot, Jira, or Gainsight is a plus.
• Understanding of the Customer Success philosophy.
• Experience in a turnaround environment is advantageous.

Benefits

• 100% remote work environment.
• Medical, Dental, and Vision insurance within 30 days.
• 100% employer-paid medical insurance.
• Equity package.
• Flexible PTO with a minimum of 15 days.
• Generous Parental Leave.
• FSA and HSA options.
• 401(k) plan.
• Growth & Wellness Stipend.
• Work from home equipment provided.
• Opportunities for development and career growth.