Manager, Strategic Customer Success

Motive seeks a Manager, Strategic Customer Success to lead a team of CSMs focused on high-value accounts. This role involves career development, account strategy, retention, and upsell targets, collaborating with sales and other departments to ensure customer success through Motive’s solutions. The ideal candidate has leadership experience in high-growth SaaS companies, a focus on client business outcomes, and the ability to build trust-based relationships with senior stakeholders.

Requirements

• 5+ years proven track record of successfully leading a high-performing Customer Success team in B2B SaaS, with a focus on strategic or enterprise clients.
• B2B Enterprise SaaS platforms with a user-or seat-based licensing model preferred
• Demonstrated ability to lead a team of 6-9 CSMs with Strategic clients, each carrying a book of business over $4M in ARR.
• Execution-focused leader with an emphasis on process excellence, utilizing technology specifically with AI.
• Ability to leverage data to inform decision-making and identify opportunities to service the existing account base better, translating data into actionable insights.
• Collaborative leader that fosters strong internal partnerships with key stakeholders to effectively advocate for clients.
• Strong understanding of growth and retention strategies in B2B environments.
• Excellent communication and presentation skills, with the ability to engage C-level executives and tailor messaging to diverse audiences.
• Experience with change management, motivating and overcoming barriers to significant, transformational change.
• Proven ability to build and maintain strong relationships with customers, understanding their unique needs and driving successful outcomes.
• Demonstrated experience in managing complex internal and external relationships to achieve customer success objectives.

Benefits

• Health care benefits
• Pharmacy benefits
• Optical care benefits
• Dental care benefits
• Paid time off
• Sick time off
• Short term disability coverage
• Long term disability coverage
• Life insurance
• 401k contribution