Motive
Manager, Strategic Customer Success
Job Summary
The role of Manager, Strategic Customer Success involves leading a team of Customer Success Managers to ensure high retention rates and successful outcomes for strategic accounts within a SaaS environment. The position requires developing tailored success plans, leveraging data for decision-making, and collaborating with internal teams to advocate for customer needs. Candidates should have extensive experience in B2B SaaS customer success, strong leadership skills, and the ability to engage with C-level stakeholders. The focus is on driving growth and retention through relationship management, strategic planning, and process excellence.
Required Skills
Benefits
Job Description
Who we are:
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.
Motive serves more than 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.
Visit gomotive.com to learn more.
About the Role:
The Manager, Strategic Customer Success is a critical leadership position within the Enterprise Sales Organization. In this role, you will be responsible for owning career development, recruiting efforts, account-level strategy, retention, and upsell targets for our remote, US-based team. You will collaborate with Directors of Strategic Accounts and Regional Vice Presidents, along with other departments, to ensure our CSMs effectively help our most valuable customers achieve business success through Motive’s suite of solutions.
The ideal candidate is an excellent leader with deep experiential knowledge of how high-growth SaaS companies leverage Customer Success best practices to grow and retain their customers. This role emphasizes a focus on the client's business outcomes, going beyond just product adoption. Strategic CSMs build strong, trust-based relationships with senior stakeholders, including C-level executives, and act as trusted advisors.
What You'll Do:
- Lead a team of 6-9 Strategic Customer Success Managers to exceed their retention goals for a portfolio of high-value, high-complexity strategic accounts.
- Develop and constantly iterate playbooks that drive outcomes for Motive’s strategic clients.
- Leverage data and analytics to advocate for the client base, care for team performance, and accurately forecast the business, including net revenue retention and gross retention rate.
- Own advocating for strategic clients with internal stakeholders to drive value and ensure client outcomes are achieved, acting as the voice of the customer within the organization.
- Manage pipeline reviews, escalations, team meetings, and expectations around Executive Business Reviews and Account Planning, with a focus on delivering high-touch, white-glove service to large, key accounts.
- Define and execute tailored success plans to help strategic customers achieve their business objectives, including identifying and formalizing solutions to their biggest challenges.
- Identify and pursue upsell and cross-sell opportunities in collaboration with sales.
- Monitor customer health, proactively mitigate risks, and secure renewals.
- Collaborate with product development, sales, and marketing teams to communicate customer feedback and advocate for improvements that align with client needs.
- Cultivate and manage strong internal and external relationships to ensure our customers' needs are consistently driven forward.
What We're Looking For:
- 5+ years proven track record of successfully leading a high-performing Customer Success team in B2B SaaS, with a focus on strategic or enterprise clients.
- B2B Enterprise SaaS platforms with a user-or seat-based licensing model preferred
- Demonstrated ability to lead a team of 6-9 CSMs with Strategic clients, each carrying a book of business over $4M in ARR.
- Execution-focused leader with an emphasis on process excellence, utilizing technology specifically with AI.
- Ability to leverage data to inform decision-making and identify opportunities to service the existing account base better, translating data into actionable insights.
- Collaborative leader that fosters strong internal partnerships with key stakeholders to effectively advocate for clients.
- Strong understanding of growth and retention strategies in B2B environments.
- Excellent communication and presentation skills, with the ability to engage C-level executives and tailor messaging to diverse audiences.
- Experience with change management, motivating and overcoming barriers to significant, transformational change.
- Proven ability to build and maintain strong relationships with customers, understanding their unique needs and driving successful outcomes.
- Demonstrated experience in managing complex internal and external relationships to achieve customer success objectives.
Pay Transparency
Your compensation may be based on several factors, including education, work experience, and certifications. For certain roles, total compensation may include restricted stock units. Motive offers benefits including health, pharmacy, optical and dental care benefits, paid time off, sick time off, short term and long term disability coverage, life insurance as well as 401k contribution (all benefits are subject to eligibility requirements). Learn more about our benefits by visiting Motive Perks & Benefits.
The compensation range for this position will depend on where you reside. For this role, the on-target earnings (base pay + commissions) are:
Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
Please review our Candidate Privacy Notice here .
UK Candidate Privacy Notice here.
The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.
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Motive
Motive provides an integrated platform to help improve the safety, productivity, and profitability of fleet operations for the physical economy.
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