Strategic Accounts Customer Success Manager (CSM IC)

Join Motive as a Strategic Accounts Customer Success Manager, where you will be the primary point of contact for our largest customers. You will assist with the implementation process, drive customer satisfaction, and identify upsell opportunities. You will also collaborate with internal teams and act as a subject matter expert on product features. This role requires exceptional account management skills, problem-solving abilities, and a customer-centric mindset.

• 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, and collaborate with customers and product managers to manage product enhancement requests.
• Identify upsell and expansion opportunities to grow the NRR for your book while ensuring renewal and retention metrics are exceeded.
• Exceptional account management skills and project management skills with strict attention to detail
• Ability to thrive in a high-growth, high-ambiguity environment; setting personal objectives and prioritizing impact-based activities
• CSMs coordinate and lead EBRs that include AEs and other internal stakeholders. CSMs also participate routinely in identifying clients for BETA programs, references, and case studies
• Problem solver with demonstrated ability to overcome challenges and ambiguity with creative solutions
• Demonstrated ability in learning new software programs and products while identifying opportunities to use them to their full potential
• 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
• They use their expertise to expand usage and drive value far beyond the initial purchase reasons
• Domain Expertise: Strategic Accounts CSMs' execution is tailored to the cohort of clients within their book of business. Caring for a specific client type not only leverages their deep knowledge of CS and Motive but also requires them to become an expert in a particular niche
• Problem Solving: Strategic Accounts CSMs are capable of driving resolution cross-functionally, independent of leadership involvement. Their ability to proactively tackle problems and manage them to completion separates Motive from competitors
• Collaboration: Strategic Accounts CSMs are the internal advocate for Motive’s customers. They escalate issues to key business partners, including escalating up leadership chains, in order to drive resolution
• 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
• User Focus: Strategic Accounts CSMs enable clients to extract value from Motive’s products and solutions through activities like training and adoption. Strategic ENT CSMs have a sharper focus on particular cohorts of the account base in which their activities/suggestions are more targeted