Strategic Accounts Customer Success Manager (CSM IC)

Motive empowers physical operations teams with tools that improve safety, productivity, profitability, and operational visibility. The Strategic Accounts Customer Success Manager manages relationships with large enterprise customers, guiding implementation, adoption, value realization, renewals, and expansion while coordinating cross-functional support and resolving escalations.

Responsibilities:

• Establish and oversee the customer's continued adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment
• Develop strong working relationships at multiple management levels within the customer accounts, including C Suite relationships
• Collaborate with customers and product managers to manage product enhancement requests
• Act as a subject matter expert on customer product features for strategic accounts
• Manage initiatives to increase product adoption and customer satisfaction
• Continually learn about the needs of the client at all levels by proactively uncovering emerging pain points and expectations to get a clearer picture of how Motive can address problems and create satisfying solutions and outcomes
• Work collaboratively as part of the customer team by partnering, building plans, and communicating with AEs, the Onboarding team, Professional Services, Sales Engineers, and other internal colleagues to ensure aligned customer engagement and effective support
• Maintain high renewal rates by demonstrating value, supporting goal attainment, and identifying opportunities for optimization
• Identify upsell and expansion opportunities to grow the NRR for your book while ensuring renewal and retention metrics are exceeded
• Gather intelligence on how customers are using products and determine features and services that are most valuable to their businesses
• Act as an escalation point for all customers
• Identify areas for improvement in customer experience in the product and processes
• Client Enablement: Strategic Accounts ensure clients are capable of extracting value from Motive’s products and services through adoption activities, new feature training, and providing suggestions on how to best leverage the platform
• Value Realization: Strategic Accounts CSMs communicate value to clients through conducting joint success planning, business reviews, and providing data to demonstrate return on investment
• Client Marketing: Strategic Accounts CSMs engage clients about thought leadership and new products framed around the value they create, which in turn leads to cross-sell opportunities for sales. CSMs also capture organic upsells through natural touchpoints
• Renewal Management: Strategic Accounts CSMs ensure clients have a great experience and extract value, turning the renewal into a predetermined event
• Escalation Management: Strategic Accounts CSMs proactively advocate for clients by escalating internally to prevent the need for the client to escalate. When clients do escalate, the CSM leads the engagement to drive swift resolution
• Account Stewardship: Strategic Accounts CSMs act as the main point of contact to guide clients through working with Motive as a company. Any non-selling activity becomes the CSM's responsibility to champion
• Technical Expert: Strategic Accounts CSMs act as a consultant and first line of triage. Their technical skill aids clients in maximizing value, becoming self-reliant, and reducing unnecessary tier 1 support needs

Requirements:

• 5+ years Enterprise Customer Success, Sales, or Account Management experience with a proven track record of success
• A customer-centric thinker with a track record of delivering scalable solutions in a high-growth environment
• Demonstrated ability in learning new software programs and products while identifying opportunities to use them to their full potential
• Ability to thrive in a high-growth, high-ambiguity environment; setting personal objectives and prioritizing impact-based activities
• Exceptional account management skills and project management skills with strict attention to detail
• Problem solver with demonstrated ability to overcome challenges and ambiguity with creative solutions
• The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations