Manager, Customer Success Mid-Market

Who we are: 

Motive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. Motive combines IoT hardware with AI-powered applications to connect and automate physical operations. Motive is one of the fastest-growing software companies in the world, serving more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery.

Motive is built on four foundational attributes; Own It, Less but Better, Build Trust, and Unlock Potential. This has taken our company to great heights, including being recognized by Fortune for Best Workplaces, Forbes Best Startup Employers, and Comparably for our Best Global Culture, Sales Team, Leadership Team, Career Growth, and CEO for Diversity. We’re proud to receive an employee net promoter score of 63 (according to Comparably) which places Motive in the top 5% of companies with 4,000 employees or more. 

Today, our team is made up of more than 3,000 employees, located across the world, providing support to a wide range of customers. While most of our employees are remote, many have the opportunity to work on-site at any of our 8 global office locations. Visit our careers website to learn more about opportunities at Motive. 

About the Role:

The Manager, Customer Success (Mid Market) at Motive is a critical leadership position within the Customer Success organization. As the Manager, Customer Success you will be responsible for owning the career development, recruiting efforts, account level strategy, retention and upsell targets for our remote US-based Customer Success Managers. You will work with the Director, Customer Success, Mid-Market Managers, along with other departments to ensure that our CSMs are able to help our customers achieve business success through Motive’s suite of solutions

The ideal candidate is an excellent coach and mentor, has the ability to inspire individuals to reach their full potential and has deep experiential knowledge of how high-growth SaaS startups function, operate and use Customer Success best practices to grow and retain their customers.

What You'll Do:

• Hire, develop, and coach the best Customer Success talent in the marketplace
• Lead a team of 6-8 Mid-Market Customer Success Managers to exceed their retention and expansion goals
• Develop, and constantly iterate, playbooks that drive outcomes from Motive’s clients
• Leverage data and analytics to advocate for the client base, care for team performance, and accurately forecast the business
• Own advocating for clients with internal stakeholders to drive value and ensure client outcomes are achieved
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What We're Looking For:

• 2+ years proven track record of successfully leading a high performing Customer Success team in B2B SaaS, telematics and hardware experience a plus but not required
• Demonstrate the ability to lead a team of 6+ CSMs with Mid-Market clients each carrying a book of business in excess of $3M in ARR
• Execution focused leader with an emphasis on process excellence utilizing technology
• Ability to leverage data to inform decision making and identify opportunities to better service the existing account base
• Collaborative leader that fosters strong internal partnerships with key stakeholders in order to effectively advocate for clients
• Sharp focus on developing people to drive a high performance, learning, culture

 

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. 

Please review our Candidate Privacy Notice here.

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. 

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