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Salary: USD 254,000 - 438,000 / annual
Motive is seeking an accomplished customer success executive to serve as AVP, Customer Success for Enterprise & Strategic Accounts. This leader will own the strategy, operating rhythm, and performance of customer success for Motive's largest and most complex customers in North America.
The AVP will lead a high-performing organization responsible for driving measurable customer outcomes, product adoption, retention, and expansion. This person will build trusted relationships with senior customer stakeholders, create a predictable and data-driven customer success model, and partner closely with Sales, Product, Support, Professional Services, Operations, Finance, and Marketing.
Key responsibilities include:
- Set vision and strategy for enterprise and strategic customer success aligned to company priorities and customer business outcomes
- Lead, coach, and develop a high-performing customer success organization with clear expectations and accountability
- Own the operating model for customer health, executive sponsorship, success planning, risk management, renewals, and expansion
- Establish rigorous mechanisms to improve gross revenue retention, net revenue retention, logo retention, product adoption, and time-to-value
- Build a consistent, data-informed view of customer health including leading indicators, renewal risk, adoption gaps, and expansion opportunities
- Create executive engagement programs that deepen relationships with customer decision-makers
- Partner with Sales leadership to improve account planning, renewal readiness, and commercial alignment
- Partner with Product and Engineering to translate enterprise customer feedback into product insights and roadmap influence
- Work cross-functionally with Support, Professional Services, and Operations to resolve systemic issues and improve end-to-end customer experience
- Develop scalable playbooks for onboarding, adoption, executive business reviews, risk mitigation, renewal management, and expansion
- Personally lead high-impact customer escalations and strategic account interventions
- Define and communicate team goals, metrics, forecasts, and performance trends to executive leadership
- Identify opportunities to simplify processes and increase organizational effectiveness
About Motive: Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. The platform enables safety, operations, and finance teams to manage drivers, vehicles, equipment, and fleet-related spend in a single system. Combined with industry-leading AI, Motive provides complete visibility and control while reducing manual workloads. The company serves nearly 100,000 customers across transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.
Requirements:
- 12+ years of experience in customer success, account management, professional services, or related customer-facing function, including 5+ years leading senior customer success organizations
- Experience leading customer success for enterprise and strategic accounts in complex B2B technology, SaaS, platform, or hardware-enabled software environments
- Demonstrated ownership of business outcomes such as gross revenue retention, net revenue retention, renewals, expansion, adoption, and customer lifetime value
- Experience leading organizations through scale, transformation, or increased operating rigor
- Strong executive presence and ability to build credibility with customer executives and internal leaders
- Track record of developing leaders, setting high performance standards, and building inclusive, accountable teams
- Strong analytical and operational discipline with ability to turn customer and business data into clear priorities and action
- Exceptional cross-functional leadership skills and ability to influence without relying solely on formal authority
- Practical, customer-first leadership style with judgment to balance strategic thinking and hands-on execution
- Excellent written and verbal communication skills
Preferred experience:
- Experience supporting customers with complex operational, logistics, transportation, field-service, or physical-world workflows
- Experience leading customer success in businesses combining hardware, software, and services
- Experience building or modernizing customer health scoring, renewal forecasting, executive sponsorship, or scaled success programs
- Experience operating in high-growth, customer-centric technology companies
