Manager, Customer Success - Enterprise Accounts

Motus

72d • $105,000 - $120,000

About The Position

Motus is seeking a Manager, Customer Success – Enterprise Accounts. Lead a team of dedicated Enterprise Customer Success Managers (CSMs) to provide excellent customer service and boost customer retention and expansion. You will coach and mentor the team, implement strategies, and follow internal processes to increase customer engagement and product adoption. We are looking for an experienced candidate who can get going quickly. The ideal candidate will be a hands-on manager with the ability to ensure best-in-class customer experience and satisfaction. To succeed in this role, you must possess strong communication and organizational skills and an unwavering commitment to excellence. This role will provide you with the opportunity to work cross-functionally with other Motus departments.

Requirements

• 5+ years of experience with proven and relevant customer success or account management experience in a high-growth and fast-paced SaaS environment.
• 2-3 years of experience leading a team.
• Excellent communicator - clearly conveys thoughts, both written and verbal, listening attentively and asking questions for clarification and understanding
• Ability to manage remote team members
• Demonstrates high performance, challenging self and others to consistently deliver results for customers
• Proven track record handling client expectations, critical issues, and negotiation resolution
• Ability to interact with customers of all levels and industry backgrounds, from the C-Level to individual contributor
• Great teammate who can work independently or cross-departmentally
• Confident and engaging presenter
• Quick learner
• Demonstrated organizational, analytical and prioritization skills
• Be flexible and agile in responding to evolving business priorities
• Proven ability to manage client expectations, blocking issues, and negotiate resolution
• Lead cohesive teams that apply a sense of belonging and psychological safety to achieve common goals
• Challenge and support others to create results but also develop new capabilities and expand the capacity of individuals on the team
• Strong Salesforce, Excel & PowerPoint skills
• SmartSheet and Gainsight knowledge is a plus

Responsibilities

• Develop a team of high-performing Enterprise CSMs; provide regular training, coaching, guidance, and feedback
• Monitor team and individual capacity; assign new/existing accounts to ensure appropriate distribution of Enterprise customers to CSMs as needed
• Collaborate with other Customer Success leaders on territory planning, account assignments, process improvements, and standard methodologies.
• Team up with other Customer Success leaders to devise and implement team strategies for the year and quarter.
• Lead all aspects of team performance indicators, using reports on business metrics to guide coaching and performance management
• Provide feedback (written, verbal) to direct reports in 1 X 1 check-ins
• Support CSMs in the creation of strategic plans for each account’s customer journey and retention
• Participate in leadership meetings to assess and report out on customer health, retention, and team strategies
• Serve as a mentor to the team, coach and develop a positive and productive work environment and establish relationships with business partners
• Assist in employment decisions, onboard and train new hires who will quickly become strong individual contributors
• Serve as point of escalation within the team, engaging resources across the company as appropriate
• Collaborate with team members and management to proactively identify, handle, and advance risks that may impact the business.
• Identify areas of process improvements/efficiencies/scalability and implement
• Enforce process standardization and adherence with direct reports
• Participate in customer meetings as needed; providing leadership presence and support during Business Reviews or tactical meetings
• Handle all internal Motus projects that need input from the Customer Success Team or assign team members for ongoing professional development opportunities.
• Interact with the Leadership Teams of all Motus functions to ensure internal processes and team interactions are efficient, effective, and satisfactory
• Work collaboratively with internal team members such as Account Management, Marketing, Sales, Customer Care, Professional Services, and Product
• Stay updated with SaaS standard methodologies by researching Customer Success trends
• Drive customer success outcomes to ensure that every customer realizes value and achieves desired business outcomes as evidenced through increased product usage, adoption, and customer retention

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees