Senior Manager, Strategic Accounts Customer Success Managers

Overview

Lead a team of 6-9 Strategic Customer Success Managers within Motive's Enterprise Sales Organization, owning retention, account strategy, career development and recruiting for a remote, US-based team.

What you'll do

• Lead a team of 6-9 Strategic Customer Success Managers to exceed retention goals for a portfolio of high-value, high-complexity strategic accounts.
• Develop and constantly iterate playbooks that drive outcomes for Motive's strategic clients.
• Leverage data and analytics to advocate for the client base, care for team performance, and accurately forecast the business, including net revenue retention and gross retention rate.
• Own advocating for strategic clients with internal stakeholders to drive value and ensure client outcomes are achieved, acting as the voice of the customer within the organization.
• Manage pipeline reviews, escalations, team meetings, and expectations around Executive Business Reviews and Account Planning, with a focus on delivering high-touch, white-glove service to large, key accounts.
• Define and execute tailored success plans to help strategic customers achieve their business objectives, including identifying and formalizing solutions to their biggest challenges.
• Identify and pursue upsell and cross-sell opportunities in collaboration with sales.
• Monitor customer health, proactively mitigate risks, and secure renewals.
• Collaborate with product development, sales, and marketing teams to communicate customer feedback and advocate for improvements that align with client needs.
• Cultivate and manage strong internal and external relationships to ensure our customers' needs are consistently driven forward.

What you'll need

• 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.
• 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.

Nice to have

• B2B Enterprise SaaS platforms with a user- or seat-based licensing model.

Details

• Remote, US-based role.
• Some interviews or new-hire training sessions may be held in person at one of Motive's global offices.
• Non-compete covenant may be required depending on role and primary work location, subject to exceptions and applicable statutory requirements.
• Applicant must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations.