[Hiring] Director of Account Management & Customer Success @Motive

Role Description

Motive is seeking a Director of Account Management & Customer Success in Canada to lead a growing sales organization responsible for managing, retaining, and expanding relationships across our customer base in Canada. This leader will oversee a team of Account Managers and Customer Success Managers, focusing on driving expansion opportunities while ensuring retention and securing renewals.

This role works closely with the GM Canada, Sales Operations, Product, Customer Support, and Implementation teams to deliver a seamless customer experience and drive revenue growth across every stage of the customer journey.

We’re looking for a sales-driven, customer-focused leader who thrives in a high-growth environment, understands how to scale account management organizations, and has a track record of building high-performing teams that deliver exceptional revenue and customer outcomes.

Responsibilities

• Leadership and Team Management: Lead a geographically distributed Enterprise and Strategic Account Management sales organization, partnering on prospecting, account planning, pipeline generation, and achieving revenue targets.
• Account Ownership & Revenue Growth: Guide the team in full account ownership, driving retention, negotiating renewals, identifying expansion opportunities, and closing deals within complex enterprise accounts.
• Business Value Realization & Executive Alignment: Develop strategies for Account Managers to effectively demonstrate business value realization to complex enterprise customers. Monitor customer health and identify risk and expansion opportunities.
• Talent Development: Recruit, hire, and develop top Enterprise Account Management sales talent. Establish coaching frameworks and career development pathways for individual contributors and frontline managers.
• Cross-Functional Collaboration: Partner closely with Sales Operations, Product, Customer Support, and Implementation teams to improve the overall customer lifecycle and support expansion efforts.
• Performance & Sales Insights: Track and analyze key sales metrics, pipeline generation, and renewal forecasting to identify opportunities to strengthen net revenue retention.
• Executive Customer Engagement: Serve as a senior escalation point and executive sponsor for strategic accounts, helping resolve complex challenges and negotiate major renewals.
• Process Optimization: Develop and refine scalable sales processes, account planning models, and operational playbooks to enable the Account Management organization to consistently hit revenue targets.

Qualifications

• 10+ years of experience in SaaS sales, enterprise sales leadership, or revenue-focused account leadership.
• 4+ years managing enterprise-focused sellers or account managers and customer success managers.
• Demonstrated success owning, retaining, and expanding revenue within complex customer segments.
• Strong operational acumen and experience with tools such as Salesforce, sales analytics dashboards, and revenue forecasting metrics.
• Experience building scalable account management programs that drive retention, renewal, and significant account expansion.
• Excellent communicator with the ability to influence stakeholders across multiple functions.
• Proven ability to build and scale quota-carrying teams in fast-growing SaaS environments.

Location

Toronto, Canada

Pay Transparency

• Your compensation may be based on several factors, including education, work experience, and certifications.
• Total compensation may include restricted stock units for certain roles.
• 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, and 401k contribution (all benefits are subject to eligibility requirements).
• The compensation range for this position is $265,000 — $364,000 CAD, depending on where you reside.

Company Description

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.