Enterprise Customer Success Manager

About the Role: 

As a Customer Success Manager - Enterprise, you will report to the Senior Manager of Customer Success Enterprise Accounts, 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, CSMs will collaborate with Account Executives to help drive the growth and retention of customers. 

What You’ll Do: 

• 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
• Handle a large volume of email, chat, and phone conversations
• Own a book of business with existing customers for expansion and renewals
• Ensure retention of revenue and renewal of all accounts

What We’re Looking For: 

• 3+ years prior experience in a customer-facing role
• Ownership of revenue and renewals for a named book of business
• 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
• Motivated self-starters that work well in a high-paced environment