Customer Success Manager, Enterprise
Manages an enterprise customer portfolio focused on adoption, satisfaction, expansion, and renewals. Requires at least three years of customer-facing experience, including two years owning CSM renewals, plus bilingual Spanish and English fluency.
About the job
Responsibilities
- Own a book of business with existing customers for expansion and renewals.
- Ensure consistent retention of revenue and renewal of all accounts.
- Own adoption, training, and development of best practices.
- Maintain high levels of customer satisfaction and nurture client health.
- Identify paths for customers 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.
- Work with the sales team and Implementation Consultants to ensure a seamless handoff.
Requirements
- 3+ years of prior experience in a customer-facing role.
- 2+ years of prior experience as a Customer Success Manager or equivalent, owning a renewal target.
- Bilingual fluency in Spanish and English.
- Experience owning revenue and renewals for a named book of business.
- Ability to build and maintain relationships with clients and their key personnel.
- Receptive to feedback, willingness to learn, and commitment to continuous improvement.
- Resilience when dealing with pressure and the demands of a fast-paced workplace.
- Ability to plan ahead and be resourceful.
- Strong sense of ownership for the product.
Nice to Have
- Experience working with accounts based in Mexico and the United States.
- Logistics experience.
- Prior sales experience.
Skills
Customer Success Management, Account Renewals, Revenue Retention, Customer Adoption, Customer Training, Relationship Management, Tier 2 Product Support, Email Communication, Chat Support, Phone Support, Sales Handoffs, Implementation Consulting, Logistics
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