Manager, Customer Success - Mid-Market Accounts

Summary

Join Motus as a Manager, Customer Success – Mid-Market Accounts and lead a team of Customer Success Managers (CSMs). You will coach, mentor, and develop the team, implementing strategies to boost customer retention, expansion, and product adoption. This hands-on role requires strong communication and organizational skills, and a commitment to excellence. You will collaborate with other departments, participate in leadership meetings, and ensure best-in-class customer experience. The position involves managing team performance, handling escalations, and identifying process improvements. You will also contribute to employment decisions, onboarding, and training new hires.

Requirements

• 5+ years of experience with proven and relevant customer success or account management experience in a high-growth and fast-paced SaaS environment. Additionally, 2-3 years leadership experience leading a team
• Excellent communicator - clearly conveys thoughts, both written and verbal, listening attentively and asking questions for clarification and understanding
• Ability to manage remote team members
• Demonstrates high performance, challenging self and others to consistently deliver results for customers
• Proven track record handling client expectations, critical issues, and negotiation resolution
• Ability to interact with customers of all levels and industry backgrounds, from the C-Level to individual contributor
• Great teammate that can work independently or cross-departmentally
• Confident and engaging presenter
• Quick learner
• Demonstrated organizational, analytical and prioritization skills
• Be flexible and agile in responding to evolving business priorities
• Proven ability to manage client expectations, blocking issues, and negotiate resolution
• Lead cohesive teams which apply a sense of belonging and psychological safety to achieve common goals
• Challenge and support others to create results but also develop new capabilities and expand the capacity of individuals on the team
• Strong Salesforce, Excel & PowerPoint skills

Responsibilities

• Develop a team of high-performing Mid-Market CSMs; provide regular training, coaching, guidance, and feedback
• Monitor team and individual capacity; assign new/existing accounts to ensure appropriate distribution of Enterprise customers to CSMs as needed
• Collaborate with other Customer Success leaders on territory planning, account assignments, process improvements, and standard methodologies
• Team up with other Customer Success leaders to devise and implement team strategies for the year and quarter. These strategies aim to reduce churn, improve user adoption, enhance customer satisfaction, and foster account growth
• Lead all aspects of team performance indicators, using reports on business metrics to guide coaching and performance management
• Provide feedback (written, verbal) to direct reports in 1 X 1 check-ins
• Support CSMs in the creation of strategic plans for each account’s customer journey and retention
• Participate in leadership meetings to assess and report out on customer health, retention, and team strategies
• Serve as a mentor to the team, coach and develop a positive and productive work environment and establish relationships with business partners
• Assist in employment decisions, onboard and train new hires who will quickly become strong individual contributors
• Serve as point of escalation within the team, engaging resources across the company as appropriate
• Collaborate with team members and management to proactively identify, handle, and advance risks that may impact the business
• Identify areas of process improvements/efficiencies/scalability and implement
• Enforce process standardization and adherence with direct reports
• Participate in customer meetings as needed; providing leadership presence and support during Business Reviews or tactical meetings
• Handle all internal Motus projects that need input from the Customer Success Team or assign team members for ongoing professional development opportunities
• Interact with the Leadership Teams of all Motus functions to ensure internal processes and team interactions are efficient, effective, and satisfactory
• Work collaboratively with internal team members such as Account Management, Marketing, Sales, Customer Care, Professional Services, and Product
• Stay updated with SaaS standard methodologies by researching Customer Success trends
• Drive customer success outcomes to ensure that every customer realizes value and achieves desired business outcomes as evidenced through increased product usage, adoption, and customer retention
• Partner with other Customer Success leaders to strategize and execute on annual and quarterly team strategies; including but not limited to churn reduction, user adoption, customer satisfaction, and account growth
• Monitor and report on team KPIs, using reporting for business metrics to guide team coaching and performance management
• Provide feedback (written, verbal) to direct reports in 1 X 1 check-ins
• Support CSMs in the creation of strategic plans for each account’s customer journey and retention
• Participate in leadership meetings to assess and report out on customer health, retention, and team strategies
• Serve as a mentor to the team, coach and develop a positive and productive work environment and build relationships with business partners
• Assist in employment decisions, onboard and train new hires who will quickly become strong individual contributors
• Serve as point of escalation within the team, engaging resources across company as appropriate
• Work with team members and management to proactively identify, manage, and escalate risks which may impact the business
• Identify areas of process improvements/efficiencies/scalability and implement
• Enforce process standardization and adherence with direct reports
• Participate in customer meetings as needed; providing leadership presence and support during Business Reviews or tactical meetings
• Act on behalf of the Customer Success Team for all internal Motus projects that require Customer Success input or assign team members as part of ongoing professional development opportunities
• Interact with the Leadership Teams of all Motus functions to ensure internal processes and team interactions are efficient, effective, and satisfactory
• Work collaboratively with internal stakeholders such as Account Management, Marketing, Sales, Customer Care, Professional Services, and Product
• Research Customer Success trends to stay current with SaaS best practices
• Drive customer success outcomes to ensure that every customer realizes value and achieves desired business outcomes as evidenced through increased product usage, adoption, and customer retention

Preferred Qualifications

SmartSheet and Gainsight knowledge a plus

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