[Hiring] Strategic Accounts Customer Success Manager @Motive

Role Description

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. As a member of a fast-paced and tight-knit team, you will help support product and business development to satisfy customer needs along with developing internal tools to help the business gain scale.

What You’ll Do

• 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.
• 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.
• 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.

Qualifications

• 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.

Competencies

• Execution: Strategic Accounts Customer Success Managers (CSM) own a book of business averaging 5-8 clients or ~$5-8MM in ARR. CSMs conduct planned and time-gated outbound activities that enable client outcomes, communicate value, and identify new growth opportunities.
• Domain Expertise: Strategic Accounts CSMs' execution is tailored to the cohort of clients within their book of business.
• User Focus: Strategic Accounts CSMs enable clients to extract value from Motive’s products and solutions through activities like training and adoption.
• Collaboration: Strategic Accounts CSMs are the internal advocate for Motive’s customers.
• Problem Solving: Strategic Accounts CSMs are capable of driving resolution cross-functionally, independent of leadership involvement.

Duties/Functions

• Specialized Book of Business: Strategic Accounts CSMs care for special cohorts within the ENT segment.
• Client Enablement: Strategic Accounts ensure clients are capable of extracting value from Motive’s products and services.
• Value Realization: Strategic Accounts CSMs communicate value to clients through conducting joint success planning and business reviews.
• Client Marketing: Strategic Accounts CSMs engage clients about thought leadership and new products framed around the value they create.
• 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.
• Account Stewardship: Strategic Accounts CSMs act as the main point of contact to guide clients through working with Motive.
• Technical Expert: Strategic Accounts CSMs act as a consultant and first line of triage.

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).

The compensation range for this position will depend on where you reside. For this role, the on-target earnings (base pay + commissions) are: United States $140,000 — $190,000 USD.

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.