Strategic Accounts Customer Success Manager (CSM IC)

About the Role

As a Strategic Accounts Customer Success Manager, you will be the face of Motive for our largest customers. You will be responsible for assisting customers through the implementation process, proactively working to achieve and maintain full customer satisfaction for the duration of their product subscription while driving upsells and renewals. As a member of a fast-paced and tight-knit team, you will help support product and business development to satisfy customer needs along with developing internal tools to help the business gain scale.

What You’ll Do

• Establish and oversee the customer's continued adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment
• Develop strong working relationships at multiple management levels within the customer accounts, including C Suite relationships
• Collaborate with customers and product managers to manage product enhancement requests
• Act as a subject matter expert on customer product features for strategic accounts
• Manage initiatives to increase product adoption and customer satisfaction
• Continually learn about the needs of the client at all levels by proactively uncovering emerging pain points and expectations to get a clearer picture of how Motive can address problems and create satisfying solutions and outcomes
• Work collaboratively as part of the customer team by partnering, building plans, and communicating with AEs, the Onboarding team, Professional Services, Sales Engineers, and other internal colleagues to ensure aligned customer engagement and effective support
• Maintain high renewal rates by demonstrating value, supporting goal attainment, and identifying opportunities for optimization
• Identify upsell and expansion opportunities to grow the NRR for your book while ensuring renewal and retention metrics are exceeded
• Gather intelligence on how customers are using products and determine features and services that are most valuable to their businesses
• Act as an escalation point for all customers
• Identify areas for improvement in customer experience in the product and processes

What We’re Looking For

• 5+ years Enterprise Customer Success, Sales, or Account Management experience with a proven track record of success
• A customer-centric thinker with a track record of delivering scalable solutions in a high-growth environment
• Demonstrated ability in learning new software programs and products while identifying opportunities to use them to their full potential
• Ability to thrive in a high-growth, high-ambiguity environment; setting personal objectives and prioritizing impact-based activities.
• Exceptional account management skills and project management skills with strict attention to de