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Motive · 3 days ago

Manager, Strategic Customer Success

United States

Full-time

Remote

Senior Level

$161K/yr - $202K/yr

5+ years exp

Motive is a company that empowers physical operations with tools for safety, productivity, and profitability. The Manager, Strategic Customer Success will lead a team focused on customer retention and upsell strategies, collaborating with various departments to ensure high-value clients achieve successful outcomes with Motive's solutions.

Computer Software

H1B Sponsor Likely

Responsibilities

Lead a team of 6-9 Strategic Customer Success Managers to exceed their 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

Qualification

B2B SaaS experienceCustomer Success leadershipData-driven decision makingChange managementCommunication skillsRelationship managementProcess excellenceCollaboration

Required

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

Preferred

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

Benefits

Health, pharmacy, optical and dental care benefits

Paid time off

Sick time off

Short term and long term disability coverage

Life insurance

401k contribution

Company

Motive

Glassdoor4.0

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable.

Founded in 2013

San Francisco, California, US

1001-5000 employees

http://gomotive.com

H1B Sponsorship

Motive has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (21)

2024 (24)

2023 (12)

2022 (8)