Director, Customer Success

Summary

Join Motus's Customer Success team as a Director, leading and shaping strategy for strategic accounts. You will focus on building long-term relationships, ensuring outstanding customer value, and increasing product adoption. Responsibilities include mentoring the team, developing customer success strategies, serving as a senior point of contact for key accounts, and leading operational processes. Collaboration with other departments and data-driven decision-making are crucial. The ideal candidate possesses strong leadership skills, experience scaling customer success teams, and expertise in customer success tools. This role offers a competitive salary, comprehensive benefits, and opportunities for professional growth within a fast-paced, high-growth environment.

Requirements

• 7+ years of experience in Customer Success in a SaaS/technology environment
• 4+ years of leadership experience with management of diverse, remote teams
• Consistent record of scaling Customer Success teams and processes in a high-growth, fast-paced environment
• Outstanding communication and presentation skills, with the ability to influence and engage executive-level stakeholders
• Strong strategic approach, translating business goals into actionable customer success initiatives
• Expertise in handling customer escalations and high-level negotiations
• Solid understanding of Salesforce, Gainsight, and other customer success tools; data-driven mindset with advanced reporting and analytical skills
• Proven record of driving alignment and collaboration across cross-functional teams

Responsibilities

• Lead and mentor Customer Success team members, crafting a culture of accountability, innovation, and customer-centricity
• Develop and implement customer success strategies to improve customer experience, retention, and growth
• Collaborate with senior leaders to drive the long-term vision and goals for the Customer Success department, aligning with Motus' broader business objectives
• Serve as a senior point of contact for key customer accounts, proactively addressing blocking issues and ensuring a positive customer journey
• Work closely with CSMs to nurture positive relationships with key decision-makers and influencers within customer organizations
• Lead all aspects of operational processes, ensuring standard methodologies and that internal systems (e.g., Salesforce, Gainsight) are used efficiently to lead customer interactions, performance tracking, and reporting
• Partner with other departments (e.g., Sales, Product, Marketing, and Account Management) to ensure flawless delivery of services and alignment of customer success initiatives with overall company strategies
• Participate in leadership meetings, presenting insights on customer health, retention strategies, and account growth
• Advocate for customer needs at the executive level to influence product development and strategic decisions
• Use data and critical metrics to guide decision-making and inform strategy
• Continuously supervise team performance, customer health metrics, and retention/expansion rates, adjusting strategies as needed to drive business success
• Identify areas for process improvement and implement changes that will improve the scalability of the Customer Success organization
• Lead Business Reviews with high-value customers, ensuring that their business objectives are met, and they derive maximum value from Motus solutions

Preferred Qualifications

Demonstrated thought leadership in Customer Success, with a passion for staying ahead of industry trends

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