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Motive is seeking a Senior Manager of Strategic Accounts Customer Success to lead a team of 6-9 Customer Success Managers focused on high-value, enterprise accounts. The role sits within the Enterprise Sales Organization and is responsible for team development, recruiting, account-level strategy, retention, and upsell targets for a remote, US-based team.
Key responsibilities include leading CSMs to exceed retention goals for strategic accounts with $4M+ ARR each, developing and iterating playbooks that drive customer outcomes, and leveraging data and analytics to forecast business performance including net revenue retention and gross retention rates. You will own advocacy for strategic clients with internal stakeholders, manage pipeline reviews and Executive Business Reviews, and define tailored success plans to help customers achieve their business objectives.
The role requires proactive customer health monitoring, risk mitigation, and renewal management. You will identify and pursue upsell and cross-sell opportunities in collaboration with sales, and collaborate with product, marketing, and other teams to communicate customer feedback and advocate for improvements aligned with client needs.
The ideal candidate has 5+ years of proven experience leading high-performing Customer Success teams in B2B SaaS, particularly with strategic or enterprise clients. You should have demonstrated ability to manage teams of 6-9 CSMs carrying large books of business, strong execution focus with emphasis on process excellence and AI-driven technology, and the ability to leverage data to inform decision-making. You need excellent communication and presentation skills to engage C-level executives, experience with change management, and proven ability to build and maintain strong internal and external relationships. A background in B2B Enterprise SaaS platforms with user- or seat-based licensing models is preferred.
