Manager of Strategic Customer Success, Motive
$161-202k
OTE
More information about location
Fleet management platform for trucks
Be an early applicant
Fleet management platform for trucks
1001+ employees
Be an early applicant
$161-202k
OTE
More information about location
1001+ employees
Company mission
To connect the world’s trucks.
Role
Who you are
- The ideal candidate is an excellent leader with deep experiential knowledge of how high-growth SaaS companies leverage Customer Success best practices to grow and retain their customers
- 5+ years proven track record of successfully leading a high-performing Customer Success team in B2B SaaS, with a focus on strategic or enterprise clients
- Telematics and hardware experience is a plus, but not required
- Demonstrated ability to lead a team of 6-9 CSMs with Strategic clients, each carrying a book of business over $4M in ARR
- Execution-focused leader with an emphasis on process excellence, utilizing technology specifically with AI
- Ability to leverage data to inform decision-making and identify opportunities to service the existing account base better, translating data into actionable insights
- Collaborative leader that fosters strong internal partnerships with key stakeholders to effectively advocate for clients
- Strong understanding of growth and retention strategies in B2B environments
- Excellent communication and presentation skills, with the ability to engage C-level executives and tailor messaging to diverse audiences
- Experience with change management, motivating and overcoming barriers to significant, transformational change
- Proven ability to build and maintain strong relationships with customers, understanding their unique needs and driving successful outcomes
- Demonstrated experience in managing complex internal and external relationships to achieve customer success objectives
What the job involves
- The Manager, Strategic Customer Success is a critical leadership position within the Enterprise Sales Organization
- In this role, you will be responsible for owning career development, recruiting efforts, account-level strategy, retention, and upsell targets for our remote, US-based team
- You will collaborate with Directors of Strategic Accounts and Regional Vice Presidents, along with other departments, to ensure our CSMs effectively help our most valuable customers achieve business success through Motive’s suite of solutions
- This role emphasizes a focus on the client's business outcomes, going beyond just product adoption. Strategic CSMs build strong, trust-based relationships with senior stakeholders, including C-level executives, and act as trusted advisors
- Lead a team of 6-9 Strategic Customer Success Managers to exceed their retention goals for a portfolio of high-value, high-complexity strategic accounts
- Develop and constantly iterate playbooks that drive outcomes for Motive’s strategic clients
- Leverage data and analytics to advocate for the client base, care for team performance, and accurately forecast the business, including net revenue retention and gross retention rate
- Own advocating for strategic clients with internal stakeholders to drive value and ensure client outcomes are achieved, acting as the voice of the customer within the organization
- Manage pipeline reviews, escalations, team meetings, and expectations around Executive Business Reviews and Account Planning, with a focus on delivering high-touch, white-glove service to large, key accounts
- Define and execute tailored success plans to help strategic customers achieve their business objectives, including identifying and formalizing solutions to their biggest challenges
- Identify and pursue upsell and cross-sell opportunities in collaboration with sales
- Monitor customer health, proactively mitigate risks, and secure renewals
- Collaborate with product development, sales, and marketing teams to communicate customer feedback and advocate for improvements that align with client needs
- Cultivate and manage strong internal and external relationships to ensure our customers' needs are consistently driven forward
Our take
Trucking is a huge but fragmented industry that was largely ignored by Silicon Valley until companies such as Motive (formerly KeepTruckin) came along. The integrated fleet management platform acts as air traffic control for trucks, bringing drivers online and into the 21st century.
The company offers both hardware and software solutions to freight companies, allowing them to manage their fleet and keep their drivers safe. One of these solutions is an AI-powered dashcam that detects unsafe driving behavior in real time and instantly alerts the driver.
The platform, which is used by over 120,000 companies, from small businesses to Fortune 500 enterprises, received series F funding in 2022, which is being used to accelerate its investment in AI, expand its product offerings into spend management, and grow its enterprise capabilities.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-13% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2022
$150m
SERIES F
Jun 2021
$190m
SERIES E
Total funding: $567.3m
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Obaid Khan
(COO)Studied Political Science and Government at University of California before founding KeepTruckin in 2013.
Shoaib Makani
(CEO)Studied Government & Economics at LSE. Analytics Intern at Yahoo. Worked for a year at Google as APMM. Went on to work in Business Development at AdMob.
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