Performance Manager (CSM), Team Lead

Motive•Oklahoma City, OK

10d•Remote

About The Position

Motive is seeking a Performance Manager (Customer Success Manager), Team Lead to lead a team of Performance Managers while personally owning a smaller book of dealership accounts. This is a player/coach role where part of your time is dedicated to coaching and developing your team, and the rest is spent managing your own accounts end-to-end. You will be responsible for the performance, retention, and growth of the accounts across your team, and for the day-to-day coaching and development of the Performance Managers on it. You will review work, unblock your team, and step in directly on complex or at-risk accounts, while continuing to manage a client portfolio of your own. Key responsibilities include team leadership, coaching and developing Performance Managers, running 1:1s and team meetings, onboarding and training new Performance Managers, partnering with Senior leadership on hiring and process improvements, and aggregating client feedback for the Product team. You will also own a reduced book of dealership accounts directly, acting as the consistent point of contact, managing communications, and building trusted partnerships. This involves monitoring client site performance, aligning Motive’s solutions to client objectives, driving expansion opportunities, supporting client onboarding and adoption, leading training sessions, and sharing client feedback with the Product team.

Requirements

4+ years of experience in customer success, account management, or consulting within the automotive industry, including experience coaching or mentoring other CSMs, whether formally or informally.
A track record of managing a large, complex book of dealership accounts with strong retention and growth results.
Experience giving direct, constructive feedback and holding a team accountable to a high bar.
Superior written and verbal communication.
Comfortable working with performance data, analytics, and reporting, and skilled at teaching others to use it.
Highly organized, with the ability to balance personal account ownership against team leadership responsibilities.
Collaborative and comfortable working cross-functionally.

Responsibilities

Coach and develop a team of Performance Managers, giving regular feedback on client communication, account strategy, and use of performance data.
Run 1:1s and team meetings; set goals and hold the team accountable to account health, retention, and growth targets.
Onboard and train new Performance Managers, including shadowing client calls and reviewing early account plans.
Partner with Senior leadership on hiring, capacity planning, and process improvements for the team.
Aggregate and prioritize client feedback across the team's book, and represent it to the Motive Product team.
Own a reduced book of dealership accounts directly: be the consistent point of contact, manage ongoing communications, and proactively handle expectations, priorities, and follow-ups.
Build trusted partnerships with your own clients by understanding their goals, priorities, and business structure.
Monitor the performance of client sites across key automotive and digital KPIs.
Align Motive’s solutions to client business objectives and performance goals.
Drive expansion opportunities for Motive products and additional sites within dealership groups.
Support client onboarding and ongoing adoption of Motive’s tools and workflows.
Lead application training sessions with client teams and key stakeholders.
Work closely with the Motive Product team to share client feedback and performance insights.