Customer Success Manager, Mid-Market Accounts

Motus

5d•$75,000 - $85,000•Remote

About The Position

The Customer Success team is seeking a Customer Success Manager (CSM) to support our Mid-Market customers throughout their lifecycle with Motus. The CSM will serve as a trusted advisor for their assigned customer accounts and provide an additional layer of strategic operational support. The CSM will develop strong relationships with their customers, ensure positive engagement with the Motus platform, and drive adoption and success outcomes, ultimately influencing retention, expansion, and advocacy across their book of business.

Requirements

2+ years’ experience in a customer success role
Experience managing a book of business over $2M in annual revenue
Experience presenting to a wide range of titles, from administrators and managers to VPs
Excellent communication (written and verbal) and presentation skills
High degree of emotional intelligence and empathy
Strong understanding of the corporate business world; prior experience in a SaaS preferred
Strong multi-tasking, organizational, and prioritization skills; high attention to detail
Customer-centric, can-do attitude with a strong sense of urgency and proactive approach to anticipating and resolving issues
Ability to understand and articulate technical concepts and derive solutions across multiple product lines
Strategic collaborator with the ability to discern when to engage team members in the development of solutions and when to take accountability and work independently
Experience working with cross-functional teams (e.g. Sales, Product, Operations)
Proficiency in MS Office and Salesforce.com

Nice To Haves

Experience with GainSight a plus

Responsibilities

Serve as the primary point of contact for assigned Mid-Market customer accounts and continually delight customers with a positive, customer-centric attitude
Meet and exceed team and individual metrics
Create and execute on strategic plans for each account’s customer journey and retention, partnering with Account Management and CS Leadership as appropriate
Build strong relationships with customer administrators and conduct regular check-ins to assess end-user adoption, customer satisfaction, and program success. Serve as a customer advocate while capturing customer feedback and reporting requests to Product and Engineering.
Provide education and coaching to drive product adoption and enhance product value for customers
Field customer inquiries and resolve any issues that arise, engaging the appropriate internal teams (Product, Ops, Support, etc.) as necessary to ensure proactive and timely resolution of client issues
Employ a consultative approach in discussions with customers to understand their goals and success measures. Establish a plan to ensure we are meeting the agreed-upon goals.
Develop a full understanding of customer program parameters and processes. Improve Customer experiences by identifying process improvements, bugs, and potential system enhancements. And identify successful customers to turn them into advocates, measured by participation in reference calls, case studies, webinars, and events.
Identify upsell opportunities for Motus Sales Representatives and Enterprise Account Managers
Develop and share standard methodologies with team members to continually improve the quality, effectiveness, and efficiency of our processes

Benefits

Medical Insurance, Dental Insurance, Vision Insurance (effective day one)
Open Paid Time Off
Flexible Spending Accounts & Health Savings Accounts
Motus-Fidelity 401K Plan
Company-paid Short/Long-term Disability & Basic Life Insurance Plans
Family Planning and Parenting Support Benefits through Maven
Support your mental, physical, professional and financial well-being through coaching and clinical therapy with Modern Health
$1000 Home Office Reimbursement Program
$2000 Internal Referral Program
WorkAnywhere Reimbursement of Internet and Cellular Costs
16 weeks maternity and adoption leave
12 weeks paternity leave