Commercial Customer Success Manager

4 weeks ago


Lahore, Punjab, Pakistan Motive Full time

About The Role:

The Customer Success Manager (CSM) in our Commercial Segment is the face of Motive for our customers. The CSM ensures that the customer achieves their desired outcomes through using Motive's solutions. They are responsible for communicating value through casual and formal interactions such as product adoption calls and dashboard training, escalation management, and renewal conversations led by the Account Manager. CSMs lead the charge internally helping clients find resolution to any challenges they face. CSMs are also key stakeholders in driving retention and identifying growth opportunities through their normal interactions.

What You'll Do:
  • High-touch, proactive, outbound engagement with clients to drive utilization of Motive's platform to enable clients to achieve their outcomes
  • Drive value realization through casual and formal interactions, such as product adoption calls and dashboard training, escalation management, and renewal conversations, that communicate the value achieved through Motive
  • Care for client health and experience ensuring a smooth retention process
  • Identify growth opportunities aligned to helping clients achieve their goals, delivered as Customer Success Qualified Leads (CSQLs)
  • Partner with internal stakeholders, such as sales, support, professional services, and billing to solve client escalations and ensure timely resolution of issues
  • Act as an internal advocate for Motive's clients - including identifying BETA and referenceable clients
  • Rigorous execution, documentation, and attention to detail in all activities
  • Apply critical thinking skills in order to problem solve and consult clients on the best approach to achieving their goals
What We're Looking For:
  • 6+ years prior experience in a customer-facing role
  • Customer Success or Account Management experience
  • Ability to demonstrate knowledge of effectively managing a book of business of 90+ large business accounts proactively and independently
  • Proven track record of successfully getting the BOB through renewals and mitigating churn
  • Demonstrate critical thinking skills and ability to adapt in the moment
  • Strong grasp of SaaS applications
  • Logistics experience a big plus

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