Strategic Accounts Customer Success Manager (CSM IC)

Strategic Accounts Customer Success Manager

About the Role: 

As a Strategic Accounts Customer Success Manager, you will be the face of Motive for our largest customers. You will be responsible for assisting customers through the implementation process, proactively working to achieve and maintain full customer satisfaction for the duration of their product subscription while driving upsells and renewals. As a member of a fast-paced and tight-knit team, you will help support product and business development to satisfy customer needs along with developing internal tools to help the business gain scale. 

What You’ll Do: 

• Establish and oversee the customer's continued adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment
• Develop strong working relationships at multiple management levels within the customer accounts, including C Suite relationships
• Collaborate with customers and product managers to manage product enhancement requests
• Act as a subject matter expert on customer product features for strategic accounts
• Manage initiatives to increase product adoption and customer satisfaction 
• Continually learn about the needs of the client at all levels by proactively uncovering emerging pain points and expectations to get a clearer picture of how Motive can address problems and create satisfying solutions and outcomes
•  Work collaboratively as part of the customer team by partnering, building plans, and communicating with AEs, the Onboarding team, Professional Services, Sales Engineers, and other internal colleagues to ensure aligned customer engagement and effective support
• Maintain high renewal rates by demonstrating value, supporting goal attainment, and identifying opportunities for optimization 
• Identify upsell and expansion opportunities to grow the NRR for your book while ensuring renewal and retention metrics are exceeded
• Gather intelligence on how customers are using products and determine features and services that are most valuable to their businesses
• Act as an escalation point for all customers 
• Identify areas for improvement in customer experience in the product and processes

What We’re Looking For: 

• 5+ years Enterprise Customer Success, Sales, or Account Management experience with a proven track record of success
• A customer-centric thinker with a track record of delivering scalable solutions in a high-growth environment
• Demonstrated ability in learning new software programs and products while identifying opportunities to use them to their full potential
• Ability to thrive in a high-growth, high-ambiguity environment; setting personal objectives and prioritizing impact-based activities. 
• Exceptional account management skills and project management skills with strict attention to detail
• Problem solver with demonstrated ability to overcome challenges and ambiguity with creative solutions

Competencies:

• Execution: Strategic Accounts Customer Success Managers (CSM) own a book of business averaging 5-8 clients or ~$ 5-8MM in ARR.  CSMs conduct planned and time-gated outbound activities that enable client outcomes, communicate value, and identify new growth opportunities.
• Domain Expertise:  Strategic Accounts CSMs' execution is tailored to the cohort of clients within their book of business.  Caring for a specific client type not only leverages their deep knowledge of CS and Motive but also requires them to become an expert in a particular niche.  
• User Focus:  Strategic Accounts CSMs enable clients to extract value from Motive’s products and solutions through activities like training and adoption.  Strategic ENT CSMs have a sharper focus on particular cohorts of the account base in which their activities/suggestions are more targeted.  They use their expertise to expand usage and drive value far beyond the initial purchase reasons.  
• Collaboration: Strategic Accounts CSMs are the internal advocate for Motive’s customers.  They escalate issues to key business partners, including escalating up leadership chains, in order to drive resolution.  CSMs coordinate and lead EBRs that include AEs and other internal stakeholders.  CSMs also participate routinely in identifying clients for BETA programs, references, and case studies.
• Problem Solving: Strategic Accounts CSMs are capable of driving resolution cross-functionally, independent of leadership involvement.  Their ability to proactively tackle problems and manage them to completion separates Motive from competitors. 

Duties/Functions:

Specialized Book of Business: Strategic Accounts CSMs care for special cohorts within the ENT segment, which includes Partner (e.g, Insurance), New Client (Adoption), and Mature (fully penetrated) accounts.

• Client Enablement: Strategic Accounts ensure clients are capable of extracting value from Motive’s products and services through adoption activities, new feature training, and providing suggestions on how to best leverage the platform.  
• Value Realization: Strategic Accounts CSMs communicate value to clients through conducting joint success planning, business reviews, and providing data to demonstrate return on investment.
• Client Marketing: Strategic Accounts CSMs engage clients about thought leadership and new products framed around the value they create, which in turn leads to cross-sell opportunities for sales.  CSMs also capture organic upsells through natural touchpoints.
• Renewal Management: Strategic Accounts CSMs ensure clients have a great experience and extract value, turning the renewal into a predetermined event.  Renewal Managers partner with CSMs to ensure the most value possible is extracted for Motive, while retaining the most units possible, driving profitability.
• Escalation Management: Strategic Accounts CSMs proactively advocate for clients by escalating internally to prevent the need for the client to escalate.  When clients do escalate, the CSM leads the engagement to drive swift resolution.
• Account Stewardship: Strategic Accounts CSMs act as the main point of contact to guide clients through working with Motive as a company.  Any non-selling activity becomes the CSM's responsibility to champion.
• Technical Expert: Strategic Accounts CSMs act as a consultant and first line of triage.  Their technical skill aids clients in maximizing value, becoming self-reliant, and reducing unnecessary tier 1 support needs.