Description:
The Customer Success Manager (CSM) 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 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.
Job Duties And Responsibilities
- High-touch, proactive, outbound and inbound 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 and/or realized 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 customers - 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 customers on the best approach to achieving their goals
Qualifications
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- 3 - 5+ years prior experience in a customer-facing role
- Customer Success, Sales, and/or Account Management experience
- Ability to demonstrate knowledge of effectively managing a book of business proactively and independently
- Demonstrate critical thinking skills and ability to adapt in the moment
- Strong grasp of SaaS applications
- Logistics experience a big plus