Customer Success Manager - Enterprise

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 Motive 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 Motive 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:

• 3+ 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)
• 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

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