Enterprise Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee multi-stakeholder projects throughout the customer lifecycle, coordinating with Product, Support, Implementation, clinical, operational, and executive stakeholders.

• Set success objectives centered on product adoption and platform utilization; take ownership of delivery and identify upsell opportunities.

• Serve as the strategic voice of the customer for the Product, Marketing, and Sales teams.

• Manage partner renewals from start to finish, including commercial negotiations and forecasting risks.

• Facilitate ongoing training and onboarding for new users within existing accounts.

• Define and enhance post-implementation engagement strategies.

• Create scalable, high-touch, personalized approaches tailored for various customer segments throughout their journey with Motivity.

• Utilize data and account signals to identify risks, manage escalations, and communicate customer needs internally.

• Maintain precise CRM records, notes, and tasks to ensure visibility and cross-functional alignment.

⛳️ Requirements

• A minimum of 5 years in a SaaS Customer Success, Account Management, or another client-facing role involving a high volume of clients.

• Proven track record in managing commercial discussions—renewals, upsells, and negotiations.

• Strategic mindset with a focus on action and results; possess a strong sense of ownership regarding outcomes.

• High level of agency in your work; resourceful and proactive in generating and executing tasks.

• Enthusiasm for developing systems and processes, with a critical approach to scaling success while maintaining a personal touch.

• Exceptional relationship-building and communication skills, including the ability to engage with executives.

• Comfortable navigating complex organizations and influencing various stakeholders.

• Excellent CRM hygiene and documentation practices; experience with HubSpot is a plus.

• A passion for or connection to ABA, special education, or healthcare.

• Background in a mission-driven company, such as those in education, healthcare, or nonprofit-adjacent SaaS.

• Experience working in a remote environment, demonstrating effective time management, proactive communication, collaboration across teams, and taking ownership of outcomes.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Flexible work hours and the ability to work remotely.

• Opportunities for professional development and career advancement.

• Comprehensive health benefits and wellness programs.

• A supportive and inclusive company culture.