Strategic Accounts Customer Success Manager (CSM IC)

About the role

As a Strategic Accounts Customer Success Manager, you will be the face of Motive for our largest customers. You will be responsible for assisting customers through the implementation process, proactively working to achieve and maintain full customer satisfaction for the duration of their product subscription while driving upsells and renewals.

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
• 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
• Identify areas for improvement in customer experience in the product and processes

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

Qualifications

• Proven success in managing large accounts and driving revenue growth
• Experience in implementing and managing customer success strategies for enterprise-level clients
• Strong communication and interpersonal skills to build and maintain relationships with senior executives
• Ability to manage multiple projects simultaneously and meet deadlines
• Knowledge of CRM systems and customer relationship management principles

Skills

• Customer Relationship Management (CRM)
• Customer Success Management
• Account Management
• Project Management
• Strategic Planning
• Client Relationship Management
• Product Training
• Business Development
• Revenue Growth

Benefits

• Health, pharmacy, optical and dental care benefits
• Paid time off, sick time off
• Short term and long term disability coverage
• Life insurance
• 401k contribution

Pay

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).