Commercial Customer Success Manager
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 Role
The Customer Success Manager (CSM) in our Commercial Segment is the face of Motive for our customers. The CSM ensures that the customer achieves their desired outcomes through using Motive’s solutions. They are responsible for communicating value through casual and formal interactions such as product adoption calls and dashboard training, escalation management, and renewal conversations led by the Account Manager. CSMs lead the charge internally helping clients find resolution to any challenges they face. CSMs are also key stakeholders in driving retention and identifying growth opportunities through their normal interactions.
What You'll Do:- High-touch, proactive, outbound engagement with clients to drive utilization of Motive’s platform to enable clients to achieve their outcomes
- Drive value realization through casual and formal interactions, such as product adoption calls and dashboard training, escalation management, and renewal conversations, that communicate the value achieved through Motive
- Care for client health and experience ensuring a smooth retention process
- Identify growth opportunities aligned to helping clients achieve their goals, delivered as Customer Success Qualified Leads (CSQLs)
- Partner with internal stakeholders, such as sales, support, professional services, and billing to solve client escalations and ensure timely resolution of issues
- Act as an internal advocate for Motive’s clients - including identifying BETA and referenceable clients
- Rigorous execution, documentation, and attention to detail in all activities
- Apply critical thinking skills in order to problem solve and consult clients on the best approach to achieving their goals
- 6+ years prior experience in a customer-facing role
- Customer Success or Account Management experience
- Ability to demonstrate knowledge of effectively managing a book of business of 90+ large business accounts proactively and independently
- Proven track record of successfully getting the BOB through renewals and mitigating churn
- Demonstrate critical thinking skills and ability to adapt in the moment
- Strong grasp of SaaS applications
- Logistics experience a big plus
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.
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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.#LI-Remote
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