Steer

Role Description As the Manager of Client Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to our high-volume Scaled segments. Reporting to the Director of Customer Success, you will be the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize our CS operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will lead a supportive, high-trust team and provide the strategic structure needed to turn "crowdsourced" Slack knowledge into repeatable, data-driven playbooks that drive global retention. Qualifications - 2+ years of experience managing a Customer Success team (or 4+ years as a Senior/Lead CSM ready for the next step). - Proven experience managing both high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication). - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on team performance. - Ability to design processes that scale; you’ve successfully implemented a new tool, workflow, or playbook in the past. - A coaching-first management style that fits our supportive, collaborative culture. Requirements - Leadership Experience - Versatile CS Background - Analytical Proficiency - Systems Thinking - High Emotional Intelligence 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 Interview Process - Initial Screen - 30min - Hiring Manager Interview - 60min - Case Study Assessment - 45min - Problem Solving Exercise - 60min - Cross-Functional Interview - 30min - Completion of the Wonderlic Assessment before the end of the process (20-30min)

Role Description As the Manager of Scaled Customer Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to our high-volume Scaled segments. Reporting to the Director of Customer Success, you will be the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize our CS operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will lead a supportive, high-trust team and provide the strategic structure needed to turn "crowdsourced" Slack knowledge into repeatable, data-driven playbooks that drive global retention. You Are - You understand that an Enterprise lead needs a different "touch" than a high-volume user, and you know how to build systems for both. - You don't wait for a clean dashboard; you dive into the data to find the trends, churn risks, and expansion opportunities yourself. - You can coach a CSM through a high-stakes executive presentation one hour and help them optimize an automated email sequence the next. - You thrive in the "grey area." You see messy data and ambiguous processes as a puzzle to solve rather than a roadblock. You Will - Define and iterate on the engagement models for our Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency. - Develop a standardized Account Health Scoring system that identifies risk across the entire 1,000+ account base. - Transition the team from informal Slack-based collaboration to a structured internal knowledge base and formal playbooks. - Move the team away from reactive "firefighting" by using leading indicators to trigger outreach before a customer is at risk. - Manage the day-to-day performance of the CS team, using clear KPIs to drive accountability and professional growth. Qualifications - 2+ years of experience managing a Customer Success team (or 4+ years as a Senior/Lead CSM ready for the next step). - Proven experience managing both high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication). - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on team performance. - Ability to design processes that scale; you’ve successfully implemented a new tool, workflow, or playbook in the past. - A coaching-first management style that fits our supportive, collaborative culture. Nice to Have - Ability to work with advanced data visualization tools. - Experience selecting or implementing a CS Platform (e.g., Gainsight, Vitally, ChurnZero). - Experience with the automotive industry. Interview Process - Initial Screen - 30min - Hiring Manager Interview - 60min - Cross-Functional Interview (1) - 30min - Cross-Functional Interview (2) - 30min - Case Study Assessment - 45min - Problem Solving Exercise - 60min - Completion of the Wonderlic Assessment before the end of the process (20-30min). 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 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.

• Reviewing, validating, and auditing complex financial models across various sectors to ensure their accuracy and reliability.

Role Description As part of our dynamic team, you will be responsible for reviewing, validating, and auditing complex financial models across various sectors to ensure their accuracy and reliability. Qualifications - Chartered Accountant (CA), Chartered Financial Analyst (CFA), or Cost and Works Accountant (ICWA) qualification is mandatory - All levels of experience from 2 years upwards considered - Strong analytical and problem-solving skills combined with sound commercial awareness - Excellent attention to detail - Proficiency in Microsoft Excel and financial modelling concepts - Excellent written and verbal English communication skills - Ability to work independently as well as part of a diverse team - Ability to quickly grasp complex concepts and convey these succinctly, clearly, and confidently Benefits - Private medical insurance - Ability to buy and sell annual leave - Employee Assistance Program - Employee Provident Fund contribution - Discretionary yearly bonus based on annual compensation (dependent upon individual and company performance) Company Description Steer is an equal opportunity employer and welcomes all candidates regardless of race, colour, ancestry, gender identity or expression, religion, national origin, sexual orientation, age, citizenship, marital status, disability, Veteran status, or any other legally protected status. Our evaluation processes are designed around merit and capability.

Role Description 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 - Build a department that serves as the bedrock for long-term customer retention This role is 100% remote for US-based candidates. Qualifications - 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 Requirements - 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 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 Interview Process - Initial Screen (30min) - Wonderlic Assessment - Hiring Manager Interview (45min) - Case Study Presentation (45min) - Career Journey Interview (60min) - Cross-Collaboration Interview (30min) - Direct Report Interview (30min)

Role Description 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 - Build a department that serves as the bedrock for long-term customer retention This role is 100% remote for US-based candidates. Qualifications - 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. Requirements - 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. 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 Interview Process - Initial Screen (30min) - Wonderlic Assessment - Hiring Manager Interview (45min) - Case Study Presentation (45min) - Career Journey Interview (60min) - Cross-Collaboration Interview (30min) - Direct Report Interview (30min)

Title: HR Generalist - Contract Locations: Toronto, Ontario, Canada Vancouver, British Columbia, Canada New York, New York, United States Boston, Massachusetts, United States Washington, District of Columbia, United States Los Angeles, California, United States Hybrid Description About Steer At Steer North America, we help shape the future of mobility, cities, and infrastructure. Our work supports more connected, sustainable, and accessible transportation systems that improve how people live, work, and travel. Steer is an employee-owned international consultancy specializing in transportation and infrastructure. We combine global expertise with local insight to help public and private sector clients tackle complex mobility challenges and make better decisions about how people and goods move. Our teams advise governments, transit agencies, airports, infrastructure investors, and private mobility operators across strategy, advisory, planning, and operations. From major transit investments to airport development and emerging mobility solutions, our work influences transportation systems relied on by millions. What defines Steer is our people — curious thinkers, collaborative problem solvers, and changemakers who care about the communities we serve. Joining Steer means working on meaningful projects, contributing ideas that matter, and building a career with real impact. About the Role We are seeking an HR Generalist to support our North American team across the U.S. and Canada for Maternity Leave coverage. This role plays a critical part in delivering high-quality, consistent HR support across the employee lifecycle—balancing operational excellence with strong employee experience. You will work closely with business leaders and employees to support day-to-day HR needs, ensure compliance across jurisdictions, and contribute to building a high-performing, inclusive culture in a consulting environment. Key Responsibilities Employee Lifecycle & HR Operations - Support onboarding and offboarding processes across U.S. and Canada, ensuring a smooth and compliant experience - Maintain accurate employee records and HR systems - Administer employment changes (promotions, transfers, compensation updates) - Respond to employee inquiries on policies, benefits, and HR processes - Support employee visa status review, extensions, and process Employee Relations - Act as a first point of contact for employee relations matters, escalating more complex issues as needed - Support investigations, documentation, and resolution of workplace concerns - Provide guidance to managers on performance management and employee issues Compliance & Policy - Ensure compliance with federal, state/provincial, and local employment laws across North America - Support the implementation and communication of HR policies and procedures - Assist with audits and documentation (e.g., I-9 compliance in the U.S., employment standards in Canada) Benefits & Payroll Support - Support benefits administration, including enrollments, changes, and employee communications - Act as a liaison with benefits providers in both the U.S. and Canada - Partner with payroll to ensure accurate and timely processing Talent & Performance Support - Assist with recruitment coordination as needed (interview scheduling, candidate communication) - Support performance management cycles and processes - Contribute to employee engagement and culture initiatives Projects & Continuous Improvement - Contribute to HR projects (e.g., process improvements, system enhancements, policy updates) - Identify opportunities to improve efficiency and employee experience - Support the implementation of HR programs across multiple offices Requirements Qualifications & Experience - 5–7 years of HR experience, ideally in a professional services or consulting environment - Working knowledge of U.S. and/or Canadian employment practices (experience with both preferred) - Strong understanding of HR operations and employee lifecycle processes - Experience supporting multi-location or remote teams Skills & Competencies - Strong interpersonal skills with the ability to build trust across all levels - Sound judgment and ability to handle sensitive and confidential information - Detail-oriented with strong organizational skills - Ability to navigate ambiguity and balance multiple priorities - Clear and professional communication skills Benefits Why Join Us - Work with a collaborative, high-performing team who support passionate consultants that are changing transportation systems across North America - Opportunity to grow your HR career with exposure to cross-border practices - Contribute to meaningful work that supports both business performance and employee experience How You’ll Grow Whether you join immediately after graduation, or as a senior leader, Steer is committed to helping you grow your career in ways that add to your breadth of experience on a variety of projects, the depth of your technical skills with clients, your client and project management knowledge, and your leadership awareness and practice. Benefits That Support You We believe that supporting our people is essential to delivering great work. Our benefits are designed to support your health, wellbeing, financial security, and professional growth. An important part of this is a commitment to a flexible, hybrid working environment. Our benefits include: - Excellent medical, dental, and vision coverage - 3% 401(k)/RRSP contribution - Discretionary annual bonus - Generous paid time off including vacation, public holidays, sick time, and volunteering days- up to 44 days (US) and 47 days (Canada) annually - Group Share Incentive Plan, providing employees with the opportunity to share in the long-term success of the firm - Commuter benefits (US) Salary range for this role is 55,000 - 65,000 USD (or Canadian equivalent) Be advised that this is an estimated benchmark salary of good faith. All compensation, regardless of location, may be subject to change as skills, abilities, and internal equity are considered. In addition to base salary, all employees will be eligible for an annual discretionary performance bonus. Steer reserves the right to ultimately pay more or less than the posted range and offer additional compensation. Why People Choose Steer Our people join Steer because they want to do meaningful work in a collaborative and intellectually curious environment. At Steer you’ll find: - A culture that values collaboration, where you can work in partnership with teammates from around the world - Projects that create tangible improvements in how people move and connect, impacting the daily lives of millions of people - Expert colleagues who are passionate about the future of mobility and cities - The flexibility to build your professional skills and a consulting practice in a way that matches your ambition Our Commitment to Fairness & Inclusion At Steer, everyone is valued for their talent, curiosity, and potential. We recruit based on capability — not background or pedigree — and our interviewers are trained to run fair and inclusive processes that give every candidate an equitable opportunity to succeed. We are proud to be an equal opportunity employer and welcome applicants from all legally protected backgrounds. We provide accommodations throughout the hiring process and during employment to ensure everyone can participate fully. Full-time and Part-time applications are accepted

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 (45min) 3. Case Study Presentation (45min) Career Journey Interview (60min) 4. Cross-Collaboration Interview (30min) Direct Report Interview (30min) 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.

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 The Sales Operations Analyst is the primary architect of our end-to-end revenue lifecycle and go-to-market workflows. In this role, you will serve as the "connective tissue" between Sales, Customer Success, and Onboarding. Your mission is to ensure that the revenue engine runs without friction, from the initial lead to the final handoff. You won't just be watching the data; you’ll be building the guardrails and automated workflows that allow our customer-facing teams to scale. This is a high-impact role that requires a blend of operational rigor, technical CRM expertise, and a proactive approach to process optimization. You Are - A "Workflow Architect": You don't just see a spreadsheet; you see a sequence of events that can be automated and improved. - Process-Oriented: You enjoy identifying bottlenecks and implementing HubSpot automation to reduce manual friction between teams. - Detail-Obsessed but Fast: You can maintain extreme accuracy while monitoring live deal flows and ensuring data integrity during fast-paced sales cycles. - A Systems Thinker: You understand how a change in a Sales property ripples through to Onboarding and Customer Success reporting. - A Strong Communicator: You are comfortable holding Sales and CS teams accountable for data hygiene and documentation. You Will - Own Deal Integrity & Flow: Audit "Closed Won" deals to ensure commercial terms are accurate and that all automated handoffs to Onboarding and CS are triggered flawlessly. - Optimize GTM Workflows: Build and maintain HubSpot workflows that power the transition from Sales to Onboarding, ensuring no customer "falls through the cracks." - Enhance GTM Process + Strategy: Partner with Marketing, Sales, Customer Success and Finance to optimize existing processes and implement new ones when strategic changes occur - Monitor the Revenue Engine: Proactively track deal velocity and stage gates, ensuring all required checks and balances are met before a deal progresses. - Drive Data Compliance: Act as the gatekeeper for CRM hygiene, following up with stakeholders for missing information and ensuring SPIFF payouts are calculated based on verified deal data. - Systems Reconciliation: Continuously audit the data flow between HubSpot and downstream project management tools to identify root causes of discrepancies and implement long-term fixes. You Have Must Have: - Operational Foundation: 2+ years of experience in Revenue Operations, Sales Operations, or a similar data-centric role focused on the customer lifecycle. - HubSpot Power User: High proficiency in HubSpot is non-negotiable.You should have deep experience with Workflows, Custom Objects, and Deal Stage automation and implementing 3rd party systems and workflows. - Advanced Analytics: Expertise in Excel (Pivot Tables, XLOOKUP) and CRM reporting to visualize trends and identify process breakdowns. - Lifecycle Experience: Proven experience managing the "Hand-off" process (Sales-to-Onboarding) within a B2B environment. Nice to Have: - Experience with HubSpot Operations Hub or Advanced Sequences. - Background in a SaaS environment with a focus on high-volume/scale. - Experience building Dashboards and Reports that track key go to market metrics and provide key insights to business leaders. - Experience managing a deal desk or optimizing processes between CRM and Billing systems Interview Process - Initial Screen (30 min) - Hiring Manager Interview (45 min) - Cross-collaborative Interview (45 min) - Virtual Roundtable (60 min) & Career Journey Interview (60 min) - Reference Checks We Offer - 100% remote work environment - 100% employer-paid medical insurance (plus Dental and Vision within 30 days) - Equity package - Flexible PTO (with 15 days minimum) - 401(k), FSA, and HSA options - Learning Stipend & WFH Equipment - A collaborative, high-ownership culture where your optimizations directly impact company 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.

Role Description As an Onboarding Success Specialist, you’ll be part of a growing team responsible for launching and supporting a digital experience offering for our customers. This role bridges customer success, onboarding, and basic technical implementation - ensuring every client’s experience is aligned with their business needs and delivers value from day one. You’ll be one of the members of the onboarding team, helping define the playbook and set the tone for how we bring this new solution to life for our customers. Your work will directly impact customer satisfaction, retention, and time-to-value. - Manage the end-to-end onboarding of customers using for multiple products including initial outreach, requirements gathering, and setup coordination. - Tailor and configure customer-facing templates based on client inputs and business goals – no custom development required, but small updates and adjustments will be common. - Implement scheduling tools and CRM. This includes integration, configuration, training and enablement. - Serve as the primary point of contact for customers throughout their onboarding journey, delivering a high-touch experience and responsive support. - Troubleshoot technical issues and coordinate timely updates to live configurations as needed. - Collaborate closely with teammates focused on integrations, scheduling, and CRM setup to create a seamless onboarding experience. - Own the free trial to paid conversion process to ensure customer adoption. - Seeks out new knowledge and approaches problems with a mindset of exploration in regards to AutoOps and Steer Products. Qualifications - 2+ years of experience in customer onboarding, customer success, or implementation support - ideally in a SaaS or digital tools environment. - Experience managing a client-facing product or tool on behalf of customers (e.g., configuring, launching, or supporting a templated platform, dashboard, or embedded experience). - Strong communication skills. - Customer-first mindset. - Ability to manage multiple onboarding projects at once, with strong organization and follow-through. - Proactive, resourceful, and ownership-driven - you anticipate needs and take initiative. - Experience with KPIs, including Time to Live and Time to Onboarding Complete. - Experience with a CRM such as Hubspot, Salesforce, etc. - Experience onboarding and training on multiple products or modules. Requirements - Experience with templated content platforms, CMS tools, or WYSIWYG editing. - Exposure to scheduling or CRM tools. - Comfort with technical troubleshooting or support escalation workflows. - Experience with a high-volume environment and short onboarding cycles. - Experience onboarding low-tech customers. Interview Process - Initial Screen - 20min - Wonderlic Assessment - 35min - Hiring Manager Interview - 30min - Cross Functional Interview - 45min - Career Journey Interview - 60min - Reference Checks 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