Customer Success Manager

Summary

Join Motus's Customer Success team as a Customer Success Manager (CSM)! You will play a vital role in supporting customers throughout their lifecycle using automation and digital journeys. This position focuses on executing the digital customer journey, analyzing data, and identifying areas for improvement. You will work closely with leadership to develop and implement a strategic digital approach to customer relationships. This is not a quota-carrying role, primarily supporting Motus's Vehicle Product line. The CSM will be measured through automation and digital journeys, focusing on enhancing customer success and driving adoption.

Requirements

• 3+ years’ experience in a customer success or customer support role with proven operations or technical expertise
• Excellent communication (written and verbal)
• Ability to break down problems and think through optimal solutions
• Strong listening skills; open to input from other team members and/or departments
• Strong multi-tasking, organizational, and prioritization skills; high attention to detail
• Ability to understand and articulate technical concepts and derive solutions across multiple product lines
• Ability to quickly learn and perform in new software environments
• Experience working with cross-functional teams (e.g. Sales, Product, Operations)
• Proficiency in Excel, MS Office, and Salesforce.com
• High degree of emotional intelligence and empathy
• Customer-centric, can-do attitude with a strong sense of urgency and proactive approach to anticipating and resolving issues

Responsibilities

• Create and execute on the Digital Customer Journey to enhance Customer Success coverage across the full Motus account base
• Outline customer lifecycle by determining the timing and content of touchpoints along the customer journey to drive adoption, customer satisfaction, and retention
• Respond to customer outreach with a positive, customer-centric attitude
• Provide education and coaching to drive product adoption and increase product value for customers
• Field customer inquiries and resolve any issues that arise, engaging the appropriate internal teams (Product, Ops, Support, etc.) as needed to ensure proactive and timely resolution of client issues
• Employ a consultative approach in discussions with customers to understand their goals and success measures. Establish a plan to ensure we are meeting the agreed-upon goals using digital engagement technologies
• Meet and exceed team and individual key performance indicators
• Identify continuous improvements and enhancements within the digital journey and create required documentation
• Research and implement new digital engagement techniques, utilizing digital customer success best practices
• Follow team processes and identify/act on team process improvements
• Work closely with Customer Success leadership, Gainsight Administrator, and Operations team to assess the effectiveness of new functionality and identify improvements
• Serve as a customer advocate while assembling customer feedback and reporting requests to Product and Engineering
• Think creatively to address customer problems
• Identify ways to expand outreach to customers using automation (webinars, newsletters, surveys, etc.)
• Develop and share standard methodologies with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Identify successful Digital campaigns and implement them across high-touch Customer Success cohorts, including enablement of high-touch CSMs

Preferred Qualifications

• Passion for designing processes that scale
• Experience with GainSight
• Strong understanding of the corporate business world; prior experience in a SaaS

Benefits

• Medical, dental, and vision insurance with an employer contribution
• Flexible spending or health savings account
• Life and AD&D insurance
• Short-and long-term disability coverage
• Paid time off
• Employee assistance
• Participation in a 401k program with company match
• Additional voluntary or legally required 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
• 8 weeks paternity leave