Customer Success Manager
Job details
Position: Customer Success Manager-Enterprise Working Days: Monday-Friday (Hybrid) About the Job: As a Customer Success Manager - Enterprise (Small Accounts), you will report to the Associate Manager, Customer Success, and be the face of the company to our customers. The CSM ensures that the customer achieves the agreed on value as promised during the sale. You are accountable to the customer through their entire lifecycle. In addition, the CSM will collaborate with the Implementation Consultant through the rollout, and steer qualified leads to Account Executives to expand Motive’s revenue. Responsibilities: ● 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 platform ● Assist in troubleshooting and solving Tier 2 product support issues ● Handle a large volume of email, chat, and phone conversations ● Own a book of business with existing customers for expansion and renewals ● Work with the sales team and Implementation Consultants to ensure a seamless handoff ● Ensure retention of revenue and renewal of all accounts Qualifications: ● 4+ years prior experience in a customer-facing role ● Ownership of revenue and renewals for a named book of business ● Logistics experience is a big plus ● 2+ years prior experience as a CSM or equivalent (owning a renewal target)● 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
Seniority level
Seniority level
Mid-Senior level
Employment type
Employment type
Full-timeIndustries
Technology, Information and Internet
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