Senior Customer Success Manager - Adoption (Mid Market)

About the Role:

The Senior Customer Success Manager (CSM) in our Emerging Mid-Market Segment is the face of Motive for our customers. The Senior CSM works with high-value customer cohorts within the account base. They ensure 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 executive business reviews. 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 executive business reviews, 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 support, 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 consulate clients on the best approach to achieving their goals

What We're Looking For:

• 8+ 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 training and educating customers to increase the adoption of the SaaS product/application.
• Ability to get a large BOB through renewals and mitigating churn. 
• Demonstrate critical thinking skills and ability to adapt in the moment
• Strong grasp of SaaS applications
• Logistics experience is a big plus
• Availability to work onsite as this is a hybrid role based in Islamabad. Monday, Wednesday, Friday are non-negotiable office days