Enterprise Customer Success Manager - Remote

Overview

The Enterprise Customer Success Manager at Motive is responsible for ensuring that customers achieve the promised value from the Motive platform, managing their entire lifecycle and collaborating with Account Executives to drive growth and retention.

In Short

• Own adoption, training, and development of best practices.
• Maintain high levels of customer satisfaction and nurture client health.
• Identify paths for the customer to realize value from the entire Motive platform.
• Handle a large volume of email, chat, and phone conversations.
• Own a book of business with existing customers for expansion and renewals.
• Ensure retention of revenue and renewal of all accounts.

Requirements

• 3+ years prior experience in a customer-facing role.
• Ownership of revenue and renewals for a named book of business.
• 2+ years prior experience as a CSM or equivalent (owning a renewal target).
• Sales experience a plus.
• Ability to build and maintain relationships with clients and their key personnel.
• Receptive to feedback, willingness to learn and embrace continuous improvement.
• Ability to plan ahead and be resourceful.
• Resilient in capacity to deal with pressure and the demands of the workplace.
• Greater sense of ownership for the product.
• Motivated self-starters that work well in a high-paced environment.

Benefits

• Creating a diverse and inclusive workplace.
• Equal opportunity employer.
• Welcoming people of different backgrounds and experiences.