Strategic Accounts Customer Success Manager (CSM IC)

Motive

2d•$140,000 - $190,000

About The Position

Motive is hiring a Strategic Accounts Customer Success Manager to serve as the face of the company for its largest customers. The role supports customers through implementation and works proactively throughout their subscriptions to achieve and maintain satisfaction, drive product adoption, demonstrate value, and secure renewals and upsells. The CSM partners with customers and internal teams on product and business development, customer needs, and scalable internal tools. Strategic Accounts CSMs manage a specialized book of business, typically averaging 5–8 clients or approximately $5–8 million in ARR. They tailor customer engagement to specific cohorts, such as partner, new-client adoption, and mature accounts. The role combines client enablement, value realization, renewal and expansion management, escalation handling, account stewardship, and technical consultation. CSMs act as customer advocates and coordinate with account executives and other internal stakeholders to resolve issues and support customer outcomes.

Requirements

At least 5 years of experience in Enterprise Customer Success, Sales, or Account Management, with a proven track record of success.
Customer-centric approach and a track record of delivering scalable solutions in a high-growth environment.
Ability to learn new software programs and products and identify ways to use them to their full potential.
Ability to thrive in a high-growth, high-ambiguity environment, set personal objectives, and prioritize impact-based activities.
Exceptional account management and project management skills, with strict attention to detail.
Demonstrated problem-solving ability, including overcoming challenges and ambiguity with creative solutions.

Responsibilities

Establish and oversee customers’ continued adoption, training, and use of best practices to drive value and return on investment.
Develop strong working relationships at multiple management levels, including C-suite relationships.
Collaborate with customers and product managers to manage product enhancement requests.
Serve as a subject matter expert on product features for strategic accounts.
Manage initiatives to increase product adoption and customer satisfaction.
Proactively uncover customer pain points and expectations and identify ways Motive can address them.
Partner with account executives, Onboarding, Professional Services, Sales Engineers, and other colleagues to align customer engagement and support.
Maintain high renewal rates by demonstrating value, supporting customer goal attainment, and identifying optimization opportunities.
Identify upsell and expansion opportunities while exceeding renewal and retention metrics.
Gather intelligence on product usage and determine which features and services are most valuable to customers.
Act as an escalation point for customers and lead engagements to drive resolution.
Identify opportunities to improve the customer experience across products and processes.
Own a specialized book of business and conduct planned, time-gated outbound activities to enable client outcomes, communicate value, and identify growth opportunities.
Enable clients through adoption activities, new-feature training, and guidance on leveraging the platform.
Conduct joint success planning and business reviews, and provide data demonstrating return on investment.
Engage clients around thought leadership and new products, and capture cross-sell and organic upsell opportunities.
Coordinate and lead executive business reviews with account executives and other internal stakeholders.
Identify clients for beta programs, references, and case studies.
Act as the main point of contact for non-selling customer needs and guide clients in working with Motive.
Provide technical consultation and first-line triage to help clients maximize product value and self-reliance.