Strategic Accounts Customer Success Manager – CSM IC

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

📋 Description

• Establish and manage the ongoing adoption, training, and development of best practices to consistently enhance value and return on the customer's investment.

• Build robust working relationships at various management levels within customer accounts, including engagements with C Suite executives.

• Collaborate with customers and product managers to handle requests for product enhancements.

• Serve as a subject matter expert on product features for strategic accounts.

• Lead initiatives aimed at increasing product adoption and enhancing customer satisfaction.

• Continuously gain insights into the client's needs at all levels by actively identifying emerging pain points and expectations to better understand how Motive can provide effective solutions.

• Work collaboratively within the customer team by partnering, developing plans, and communicating with Account Executives, the Onboarding team, Professional Services, Sales Engineers, and other internal colleagues to ensure unified customer engagement and efficient support.

• Maintain high renewal rates by demonstrating value, assisting in goal achievement, and identifying optimization opportunities.

• Identify upsell and expansion opportunities to enhance the Net Revenue Retention (NRR) for your accounts while ensuring renewal and retention metrics are surpassed.

• Collect insights on customer product usage and identify the features and services that deliver the greatest value to their businesses.

• Act as an escalation point for all customer inquiries.

• Pinpoint areas for improvement in customer experience concerning the product and processes.

⛳️ Requirements

• Over 5 years of experience in Enterprise Customer Success, Sales, or Account Management with a proven success record.

• A customer-focused thinker with a history of delivering scalable solutions in a high-growth setting.

• Proven ability to learn new software programs and products while recognizing opportunities to leverage them to their fullest potential.

• Capable of thriving in a high-growth, ambiguous environment; adept at setting personal objectives and prioritizing activities based on impact.

• Exceptional account management and project management skills with meticulous attention to detail.

• A problem solver with a demonstrated ability to navigate challenges and ambiguity through innovative solutions.

🏝️ Benefits

• Health, pharmacy, optical, and dental care benefits.

• Paid time off.

• Sick leave.

• Short-term and long-term disability coverage.

• Life insurance.

• 401k contribution.