Senior Manager, Strategic Accounts – Customer Success

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

📋 Description

• Lead a team of 6-9 Strategic Customer Success Managers to surpass retention goals for high-value, complex strategic accounts.

• Develop and refine playbooks that drive positive outcomes for strategic clients.

• Utilize data and analytics to advocate for clients, assess team performance, and project net revenue retention and gross retention rates.

• Serve as the voice of the customer, advocating for strategic clients with internal stakeholders.

• Oversee pipeline reviews, manage escalations, facilitate team meetings, conduct Executive Business Reviews, and engage in Account Planning.

• Provide high-touch, white-glove service to large strategic accounts.

• Define and implement customized success plans while formalizing solutions to customer challenges.

• Identify and seek upsell and cross-sell opportunities in collaboration with sales.

• Monitor customer health, mitigate risks, and ensure renewals.

• Collaborate with product development, sales, and marketing teams to relay feedback and advocate for improvements aligned with client needs.

• Cultivate and manage robust internal and external relationships.

⛳️ Requirements

• 5+ years of proven experience leading a high-performing Customer Success team in B2B SaaS, specifically targeting strategic or enterprise clients.

• Preferred experience with B2B Enterprise SaaS platforms employing a user- or seat-based licensing model.

• Capability to lead a team of 6-9 Customer Success Managers serving strategic clients, each managing a book of business exceeding $4M in ARR.

• Leadership focused on execution and process excellence, particularly through the use of AI technology.

• Proficient in data-driven decision-making and translating data into actionable insights.

• Strong comprehension of growth and retention strategies within B2B environments.

• Exceptional communication and presentation skills, with a focus on engaging C-level executives.

• Experience in change management and driving transformational change.

• Demonstrated ability to build and sustain customer relationships while achieving successful outcomes.

• Experience managing complex relationships both internally and externally.

• Must be authorized to receive and access commodities and technologies regulated under U.S. Export Administration Regulations.

🏝️ Benefits

• Equal opportunity employer dedicated to fostering a diverse and inclusive workplace.

• Some interviews or new-hire training sessions may take place in person at one of Motive's global offices.