Manager, Strategic Customer Success United States - Remote

Position Overview

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 provides complete visibility and control, significantly reducing manual workloads by automating and simplifying tasks. Motive serves more than 100,000 customers from Fortune 500 enterprises to small businesses across a wide range of industries.

The Manager, Strategic Customer Success is a critical leadership position within the Enterprise Sales Organization. In this role, you will own career development, recruiting efforts, account-level strategy, retention, and upsell targets for our remote, US-based team. You will collaborate with Directors of Strategic Accounts, Regional Vice Presidents, and other departments to ensure our CSMs help our most valuable customers achieve business success through Motive's suite of solutions.

Key Responsibilities

• Lead a team of 6-9 Strategic Customer Success Managers to exceed retention goals for a portfolio of high-value, high-complexity strategic accounts.
• Develop and constantly iterate playbooks that drive outcomes for Motive's strategic clients.
• Leverage data and analytics to advocate for the client base, care for team performance, and accurately forecast key business metrics including net revenue retention and gross retention rate.
• Advocate for strategic clients with internal stakeholders to drive value and ensure client outcomes are achieved, acting as the voice of the customer.
• Manage pipeline reviews, escalations, team meetings, and Executive Business Reviews with a focus on delivering high-touch, white-glove service to large, key accounts.
• Define and execute tailored success plans to help strategic customers achieve their business objectives, including identifying solutions to their biggest challenges.
• Identify and pursue upsell and cross-sell opportunities in collaboration with sales.
• Monitor customer health, proactively mitigate risks, and secure renewals.
• Collaborate with product development, sales, and marketing teams to communicate customer feedback and advocate for improvements aligned with client needs.
• Cultivate and manage strong internal and external relationships to ensure customer needs are consistently driven forward.

Required Qualifications

• 5+ years proven track record of successfully leading a high-performing Customer Success team in B2B SaaS, with a focus on strategic or enterprise clients.
• Telematics and hardware experience is a plus, but not required.
• Demonstrated ability to lead a team of 6-9 CSMs managing Strategic clients with a book of business over $4M in ARR.
• Execution-focused leader with an emphasis on process excellence, utilizing technology—specifically AI.
• Ability to leverage data to inform decision-making and translate insights into actionable strategies.
• Collaborative leadership style with strong internal partnerships to effectively advocate for clients.
• Deep understanding of growth and retention strategies in B2B environments.
• Excellent communication and presentation skills with the ability to engage C-level executives.
• Experience with change management and overcoming barriers to transformational change.
• Proven ability to build and maintain strong relationships with customers by understanding their unique needs.
• Experience managing complex internal and external relationships to achieve customer success objectives.

Benefits & Perks

• Compensation: For the US, on-target earnings (base pay + commissions) range from $161,000 to $202,000 USD. Your compensation may be based on education, work experience, and certifications, and total compensation may include restricted stock units.
• Benefits: Motive offers health, pharmacy, optical, and dental care benefits, paid time off, sick leave, short-term and long-term disability coverage, life insurance, and 401k contributions (all benefits are subject to eligibility requirements).
• We are committed to creating a diverse and inclusive workplace and are an equal opportunity employer welcoming people of different backgrounds, experiences, abilities, and perspectives.