Manager, Strategic Customer Success

The Manager, Strategic Customer Success is a critical leadership position within the Enterprise Sales Organization. In this role, you will be responsible for owning 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 and Regional Vice Presidents, along with other departments, to ensure our CSMs effectively help our most valuable customers achieve business success through Motive’s suite of solutions.

The ideal candidate is an excellent leader with deep experiential knowledge of how high-growth SaaS companies leverage Customer Success best practices to grow and retain their customers. This role emphasizes a focus on the client's business outcomes, going beyond just product adoption. Strategic CSMs build strong, trust-based relationships with senior stakeholders, including C-level executives, and act as trusted advisors.

What You'll Do:

• Lead a team of 6-9 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.

What We're Looking For:

• 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.
  • B2B Enterprise SaaS platforms with a user-or seat-based licensing model preferred
• Demonstrated ability to lead a team of 6-9 CSMs with Strategic clients, each carrying a book of business over $4M in ARR.
• 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.