Customer Success professional managing client relationships in a technology firm. Focused on customer experience, data analysis, and mentorship program results.
About the role
- Manager of Customer Success leading a team for strategic accounts in the B2B SaaS sector at Motive. Focused on retention and growth in the Mexico market.
Responsibilities
- Lead a team of 5-9 Strategic Customer Success Managers to exceed their 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 the business, including net revenue retention and gross retention rate.
- Own advocating for strategic clients with internal stakeholders to drive value and ensure client outcomes are achieved, acting as the voice of the customer within the organization.
- Manage pipeline reviews, escalations, team meetings, and expectations around Executive Business Reviews and Account Planning, 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 and formalizing 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 that align with client needs.
- Cultivate and manage strong internal and external relationships to ensure our customers' needs are consistently driven forward.
Requirements
- 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.
- Demonstrated ability to lead a team of 5-9 CSMs with Strategic clients.
- Execution-focused leader with an emphasis on process excellence, utilizing technology specifically with AI.
- Ability to leverage data to inform decision-making and identify opportunities to service the existing account base better, translating data into actionable insights.
- Collaborative leader that fosters strong internal partnerships with key stakeholders to effectively advocate for clients.
- Strong understanding of growth and retention strategies in B2B environments.
- Excellent communication and presentation skills, with the ability to engage C-level executives and tailor messaging to diverse audiences.
- Experience with change management, motivating and overcoming barriers to significant, transformational change.
- Proven ability to build and maintain strong relationships with customers, understanding their unique needs and driving successful outcomes.
- Demonstrated experience in managing complex internal and external relationships to achieve customer success objectives.
Benefits
- 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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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