Customer Success Manager, Enterprise

Overview

As a Customer Success Manager for Mexico, you will be the face of Motive to customers in Mexico, helping them realize value from our solutions, drive adoption, and resolve issues across the customer lifecycle.

What you'll do

• Own a book of business with existing customers for expansion and renewals
• Ensure consistent retention of revenue and renewal of all accounts
• 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
• Help customers navigate our internal processes, including support tickets
• Help customers escalate support issues correctly if needed
• Handle a large volume of email, chat, and phone conversations
• Work with the sales team and Implementation Consultants to ensure a seamless handoff

What you'll need

• 3+ years prior experience in a customer-facing role
• 2+ years prior experience as a CSM or equivalent (owning a renewal target)
• Bilingual fluency in Spanish and English
• Ownership of revenue and renewals for a named book of business
• Ability to build and maintain relationships with clients and their key personnel
• Receptive to feedback, willingness to learn and embrace continuous improvement
• Resilient in capacity to deal with pressure and the demands of a fast-paced workplace
• Ability to plan ahead and be resourceful
• Strong sense of ownership for the product

Nice to have

• Experience working with accounts based in both Mexico and US
• Logistics experience
• Prior sales experience

Details

• Location: Monterrey, Mexico (remote)
• Reports to the Director, Customer Success
• Some interviews or new-hire training sessions may be held in person at one of Motive's global offices