# Strategic Accounts Customer Success Manager

**Company:** [Motive](https://hotfix.jobs/companies/motive)
**Location:** Remote
**Role:** Customer Success
**Salary:** $98k – $165k/yr
**Experience:** 5+ years
**Skills:** Customer Success, Account Management, Enterprise Sales, renewal management, upsell strategy, customer adoption, Stakeholder Management, Project Management, Business Reviews, CRM
**Posted:** 2026-07-16

> Serve as the primary point of contact and advocate for Motive's largest strategic accounts. Drive customer adoption, value realization, renewals, upsells, and expansions while building C-suite relationships and collaborating cross-functionally to ensure satisfaction and growth.

## Job Description

## 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.

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