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Customer Success Manager - Enterprise
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Job Description
Who we are:
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.
Motive serves more than 120,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.
Visit gomotive.com to learn more.
About the Job:
As a Customer Success Manager - Enterprise (Small Accounts), you will report to the Associate Manager, Customer Success, and be the face of Motive to our customers. The CSM ensures that the customer achieves the agreed on value as promised during the sale. You are accountable to the customer through their entire lifecycle. In addition, the CSM will collaborate with the Implementation Consultant through the rollout, and steer qualified leads to Account Executives to expand Motive’s revenue.
Responsibilities:
- Own adoption, training, and development of best practices
- Maintain high levels of customer satisfaction and nurture client health
- Identify paths for the customer 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
- Own a book of business with existing customers for expansion and renewals
- Work with the sales team and Implementation Consultants to ensure a seamless handoff
- Ensure retention of revenue and renewal of all accounts
Qualifications:
- 3+ years prior experience in a customer-facing role
- Ownership of revenue and renewals for a named book of business
- Logistics experience is a big plus
- 2+ years prior experience as a CSM or equivalent (owning a renewal target)
- Sales experience a plus
- Ability to build and maintain relationships with clients and their key personnel
- Receptive to feedback, willingness to learn and embrace continuous improvement
- Ability to plan ahead and be resourceful
- Resilient in capacity to deal with pressure and the demands of the workplace
- Greater sense of ownership for the product
Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
Please review our Candidate Privacy Notice here.
The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.
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About Motive
Learn moreMotive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. We serve more than 120,000 businesses, across a wide range of industries including construction, field service, agriculture, trucking and logistics, delivery, and more. At Motive, we are committed to building a company...More
Quota Attainment
51.5%
Culture
3.6
Compensation
3.8
Product Market Fit
4.4
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