Manager of Customer Onboarding at Steercrm

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. About the Role We are looking for a strategic, high-energy Onboarding Manager to redefine the first 90 days of our customer journey. Currently, our onboarding process needs a visionary to strip it back and rebuild it for scale, efficiency, and world-class customer experience. Reporting directly to the Director of Customer Success, you will own the most critical phase of the lifecycle: the transition from "Sold" to "Successful." Your mission is to slash Time-to-Value, boost team morale through better workflows, and build a department that serves as the bedrock for long-term customer retention. This isn't just about managing a team; it’s about architecting a new standard of excellence. This role is 100% remote for US-based candidates. You Are • A Systems Thinker: You don’t just fix symptoms; you find the root cause of friction and build a process to kill it for good. • An Inspiring Leader: You know how to take an underperforming team and turn them into a high-output "Special Ops" unit through coaching and radical candor. • Obsessed with Velocity: You hate bottlenecks. You are constantly looking for ways to get customers to their "Aha!" moment faster. • Data-Informed: You speak the language of KPIs. You don’t guess; you use CSAT, churn data, and activation rates to guide your decisions. You Will • Audit & Overhaul: Conduct a "root to branch" review of our current onboarding playbook and implement a streamlined, automated, and repeatable version. • Lead the Charge: Manage, coach, and upskill a team of Onboarding Specialists, setting clear expectations and rebuilding a culture of winning. • Bridge the Gap: Partner with Sales to ensure seamless handoffs and with Customer Success to ensure long-term health is baked into the implementation. • Drive Retention: Directly impact company-wide Churn and CSAT scores by ensuring every customer feels "high-touch" care through "high-tech" efficiency. • Report Progress: Define and track the metrics that matter (Time-to-Value, Activation rates, Team Capacity). You Have • A proven track record of managing implementation or onboarding teams in a fast-paced environment (SaaS highly preferred). • Experience leading through change—you’ve successfully navigated a team through a pivot or a process overhaul before. • A deep understanding of the "Customer Success" philosophy and how the first 30/60/90 days dictate the lifetime value of a client. Must Have: • 3+ years in a leadership or management role within Onboarding, Implementation, or Customer Success. • Process Optimization Experience: Evidence of a time you reduced onboarding friction or shortened implementation cycles. • Stakeholder Management: Ability to navigate difficult conversations with Sales or Product teams to improve the customer experience. Nice to Have: • Experience with HubSpot, Jira, or Gainsight (or similar platforms). • Experience with automotive industry • Experience in a "Turnaround" environment where you were responsible for fixing a broken department or process. Interview Process 1. Initial Screen (30min) Wonderlic Assessment 2. Hiring Manager Interview (60min) 3. Cross-Collaboration Interview (30min) Direct Report Interview (30min) 4. Case Study Presentation (45min) Career Journey Interview (60min) We Offer • 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 Why Join Steer? At Steer, we align our mission of transforming the auto repair experience for shop owners and their customers with your passion for growth, innovation, and excellence. Here, you’ll find opportunities to expand your skills, take on career-shaping challenges, and contribute to the future of the auto repair industry, all while enjoying comprehensive benefits and flexible work arrangements to support your well-being. Join Steer to be part of a forward-thinking, flexible, and collaborative culture where you are empowered to do meaningful and impactful work. We value diversity and believe that forming teams in which everyone can be their authentic self is key to our success. We welcome applications from those with diverse backgrounds and industries. Our hiring process looks beyond just credentials. The school you went to at 18 doesn't define your potential to thrive and enrich our culture. Even if you don't meet every requirement, we invite you to apply.