Manager, Customer Success - Enterprise Accounts

Motus • Toronto, ON

23d • $115,000 - $125,000 • Remote

About The Position

Motus is seeking a Manager, Customer Success – Enterprise Accounts to lead a team of Enterprise Customer Success Managers responsible for our largest and most strategic customers. This leader will drive customer retention, expansion, executive engagement, and long-term customer value by developing both high-performing talent and effective customer strategies. This is a hands-on leadership role requiring mentoring a team while actively partnering with executive stakeholders on complex customer relationships. The ideal candidate excels at developing comprehensive account strategies, leading cross-functional initiatives, managing executive escalations, and influencing customer outcomes across Sales, Product, Professional Services, Support, and Executive Leadership. Success in this position is measured by the team's ability to retain and grow enterprise customers. It also involves proactively mitigating risk, driving adoption, and serving as trusted advisors to customer executives.

Requirements

• 5+ years of Customer Success experience in a high-growth and fast-paced SaaS environment.
• 2-3 years of experience leading a remote team.
• Demonstrated ability to develop and execute customer success strategies across complex Enterprise portfolios
• Experience leading executive-level customer conversations, including business reviews, renewal planning, and strategic roadmap discussions
• Shown success in leading high-impact customer escalations through cross-functional leadership
• Strong business insight with the ability to align customer initiatives to quantifiable business results
• Excellent communicator - clearly conveys thoughts, both written and verbal, listening attentively and asking questions for clarification and understanding
• Demonstrates high performance, challenging self and others to consistently deliver results for customers
• Consistent record handling of client expectations, critical issues, and negotiation resolution
• Ability to work well with customers of all levels and industry backgrounds, from the C-Level to individual contributors
• Great teammate who can work independently or cross-departmentally
• Confident and engaging presenter
• Quick learner
• Experience identifying commercial opportunities while maintaining a trusted advisor relationship
• Demonstrated organizational, analytical, and prioritization skills
• Be flexible and agile in responding to evolving business priorities
• Shown ability to manage client expectations, blocking issues, and negotiate resolutions
• 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

Nice To Haves

• SmartSheet and Gainsight knowledge a plus

Responsibilities

• Develop a team of high-performing Enterprise CSMs; provide regular training, coaching, guidance, and feedback to meet operational KPIs and improve strategic thinking, executive communication, consultative relationship management, and business acumen
• Monitor team and individual capacity; assign new/existing accounts to ensure appropriate distribution of Enterprise customers to CSMs as needed
• Conduct account strategy reviews and executive deal reviews aimed at improving customer results
• Collaborate alongside fellow Customer Success leaders on territory planning, account assignments, process improvements, and standard methodologies.
• Partner with other Customer Success leaders to build and carry out yearly and quarterly plans for the team. These plans aim to reduce churn, improve user adoption, increase customer happiness, and encourage account growth.
• 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 1:1 check-ins
• Lead strategic account planning across the Enterprise portfolio, coaching CSMs while directly participating in strategies for the organization's highest-value and highest-risk customers.
• Participate in leadership meetings to assess and report 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
• Own executive-level customer escalations, coordinating cross-functional response plans, aligning internal stakeholders, and driving timely resolution while preserving executive relationships.
• 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
• Implement process standardization and adherence with direct reports
• Lead executive business reviews, renewal strategy sessions, and customer engagements for strategic and at-risk accounts, serving as an executive sponsor when appropriate.
• Handle all internal Motus projects that need input from the Customer Success Team or assign team members for ongoing professional development opportunities.
• Partner with company leadership teams to ensure internal processes and team interactions are efficient, effective, and satisfactory
• Influence cross-functional decision-making across Sales, Product, Professional Services, Customer Care, Finance, Marketing, and Executive Leadership to remove barriers, improve customer outcomes, and execute strategic account plans.
• Stay updated with SaaS standard methodologies by researching Customer Success trends
• Establish and implement customer success strategies that improve retention, expansion, executive engagement, adoption, and measurable business outcomes across the Enterprise customer portfolio.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• 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 USD Home Office Reimbursement Program
• $2000 USD 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: No Education Listed