# Senior Manager, Strategic Accounts Customer Success Managers

**Company:** [Motive](https://hotfix.jobs/companies/motive)
**Location:** Remote
**Role:** Customer Success
**Experience:** 8+ years
**Skills:** Customer Success, B2B SaaS, Account Strategy, Retention Strategy, Upselling, Cross-Selling, Data Analytics, Revenue Forecasting, Change Management, Executive Communication, AI, Enterprise Saas
**Posted:** 2026-09-08

> Leads a team of Strategic Customer Success Managers serving complex enterprise accounts, owning retention, expansion, customer outcomes, and team development. Requires 5+ years leading B2B SaaS Customer Success teams and strong executive relationship, analytics, and change-management skills.

## Job Description

## Responsibilities
- Lead a team of 6–9 Strategic Customer Success Managers serving high-value, complex strategic accounts.
- Own career development, recruiting, retention goals, account strategy, and upsell targets for the team.
- Develop and refine playbooks that drive measurable outcomes for strategic customers.
- Use data and analytics to monitor team performance, forecast net revenue retention and gross retention, and identify opportunities within the account base.
- Advocate for strategic customers internally and act as the voice of the customer.
- Manage pipeline reviews, escalations, team meetings, Executive Business Reviews, and account planning.
- Deliver high-touch, white-glove service to large strategic accounts.
- Define and execute tailored success plans aligned with customer business objectives.
- Identify and pursue upsell and cross-sell opportunities with Sales.
- Monitor customer health, mitigate risks, and secure renewals.
- Partner with Product Development, Sales, and Marketing to communicate feedback and advocate for customer-focused improvements.
- Build strong internal and external relationships and engage senior and C-level stakeholders.

## Requirements
- 5+ years of experience successfully leading high-performing Customer Success teams in B2B SaaS, preferably with strategic or enterprise customers.
- Experience leading 6–9 CSMs serving strategic clients, with each managing a book of business exceeding $4M in ARR.
- Strong understanding of growth and retention strategies in B2B environments.
- Experience with enterprise SaaS platforms using user- or seat-based licensing models preferred.
- Execution-focused leadership with emphasis on process excellence and technology, including AI.
- Ability to use data to inform decisions and translate insights into actionable improvements.
- Strong collaboration and internal partnership skills.
- Excellent communication and presentation skills, including the ability to engage C-level executives and tailor messaging to diverse audiences.
- Experience with change management and leading transformational change.
- Proven ability to build and maintain customer relationships and drive successful outcomes.
- Experience managing complex internal and external relationships.

## Compensation
- Compensation details were not provided.

## Similar jobs

- [Senior Customer Success Manager](https://hotfix.jobs/jobs/ed5b1dbf-5074-4b95-9166-3d61a3720835) - Stripe - New York, NY
- [Senior GTM Success Manager](https://hotfix.jobs/jobs/426a3904-e030-48a2-8313-fe5e56c72134) - ZoomInfo - Bethesda, MD - $128k – $140k/yr
- [Customer Success Manager, Beneficial Deployments - Life Sciences](https://hotfix.jobs/jobs/29a92204-1f58-40c0-a9b9-4b79adc64607) - Anthropic - San Francisco, CA - $200k – $265k/yr
- [Senior Manager, Training, Content, and Quality](https://hotfix.jobs/jobs/7be8c250-e7a1-4d2b-afeb-ecda164741dd) - Grow Therapy - Remote - $130k – $190k/yr
- [Senior Customer Experience Manager](https://hotfix.jobs/jobs/b8690d0d-ca1f-487d-8008-72eb1ab66cce) - Wiz - Remote - $110k – $151k/yr

**Apply:** https://hotfix.jobs/jobs/e2dd87d9-c6c1-440b-b310-7e0cd31e26f7
**Canonical:** https://hotfix.jobs/jobs/e2dd87d9-c6c1-440b-b310-7e0cd31e26f7