Senior Customer Success Manager - Adoption (Mid Market)

Who We Are

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves more than 120,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

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
  
  

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.

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The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.