Strategic Accounts Customer Success Manager

What You’ll Do

• Establish and oversee the customer's continued adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment
• Develop strong working relationships at multiple management levels within the customer accounts, including C Suite relationships
• Collaborate with customers and product managers to manage product enhancement requests
• Act as a subject matter expert on customer product features for strategic accounts
• Manage initiatives to increase product adoption and customer satisfaction
• Continually learn about the needs of the client at all levels by proactively uncovering emerging pain points and expectations
• Work collaboratively as part of the customer team by partnering, building plans, and communicating with AEs, the Onboarding team, Professional Services, Sales Engineers, and other internal colleagues
• Maintain high renewal rates by demonstrating value, supporting goal attainment, and identifying opportunities for optimization
• Identify upsell and expansion opportunities to grow the NRR for your book while ensuring renewal and retention metrics are exceeded
• Gather intelligence on how customers are using products and determine features and services that are most valuable to their businesses
• Act as an escalation point for all customers
• Identify areas for improvement in customer experience in the product and processes

What We’re Looking For

• 5+ years Enterprise Customer Success, Sales, or Account Management experience with a proven track record of success
• A customer-centric thinker with a track record of delivering scalable solutions in a high-growth environment
• Demonstrated ability in learning new software programs and products while identifying opportunities to use them to their full potential
• Ability to thrive in a high-growth, high-ambiguity environment; setting personal objectives and prioritizing impact-based activities
• Exceptional account management skills and project management skills with strict attention to detail
• Problem solver with demonstrated ability to overcome challenges and ambiguity with creative solutions

Competencies

• Execution: Own a book of business averaging 5-8 clients or ~$5-8MM in ARR. Conduct planned and time-gated outbound activities that enable client outcomes, communicate value, and identify new growth opportunities.
• Domain Expertise: Tailor execution to the cohort of clients within their book of business. Become an expert in a particular niche.
• User Focus: Enable clients to extract value from Motive’s products and solutions through activities like training and adoption. Expand usage and drive value far beyond the initial purchase reasons.
• Collaboration: Act as the internal advocate for Motive’s customers. Escalate issues to key business partners, coordinate and lead EBRs.
• Problem Solving: Drive resolution cross-functionally, independent of leadership involvement. Proactively tackle problems and manage them to completion.

Duties/Functions

• Specialized Book of Business: Care for special cohorts within the ENT segment, including Partner (e.g., Insurance), New Client (Adoption), and Mature (fully penetrated) accounts.
• Client Enablement: Ensure clients are capable of extracting value through adoption activities, new feature training, and providing suggestions on how to best leverage the platform.
• Value Realization: Communicate value to clients through joint success planning, business reviews, and providing data to demonstrate return on investment.
• Client Marketing: Engage clients about thought leadership and new products framed around the value they create, leading to cross-sell opportunities. Capture organic upsells.
• Renewal Management: Ensure clients have a great experience, turning the renewal into a predetermined event.
• Escalation Management: Proactively advocate for clients by escalating internally. Lead engagement to drive swift resolution when clients escalate.
• Account Stewardship: Act as the main point of contact to guide clients through working with Motive. Champion any non-selling activity.
• Technical Expert: Act as a consultant and first line of triage. Aid clients in maximizing value, becoming self-reliant, and reducing unnecessary tier 1 support needs.