Senior Customer Success Manager

Summary

Join Motus's Customer Success team as a Senior Customer Success Manager (CSM) to support Enterprise and Strategic customers. As a trusted advisor, you will provide strategic operational support through retention and expansion activities, building strong relationships with customer partners. You will ensure positive engagement with the Motus platform, driving adoption and success outcomes. Responsibilities include identifying expansion opportunities, leading the renewal process, and serving as the primary program manager for assigned accounts. You will also provide education and coaching to customers, build carrier relationships, and resolve issues. This role requires 3-5 years of experience in a Customer Success role with Mid-Market to Enterprise accounts and 3+ years in Managed Mobility Services (MMS) or Wireless Telecommunications.

Requirements

• 3-5 years of experience in a Customer Success role, working with Mid-Market to Enterprise accounts
• 3+ years of experience in Managed Mobility Services (MMS) and/or Wireless Telecommunications
• Contracting awareness, renewal and expansion account strategies experience
• Strategic collaborator with the ability to discern when to engage team members in the development of solutions and when to take accountability and work independently
• Experience collaborating with cross-functional teams (e.g. Sales, Product, Operations)
• Excellent communication (written and verbal) and presentation skills
• High degree of emotional intelligence
• Experience working with strategic accounts; understanding of enterprise business practices
• Strong multi-tasking, interpersonal, and prioritization skills; high attention to detail
• Customer-centric, can-do attitude with a strong sense of urgency and proactive approach to anticipating and resolving issues
• Ability to understand and articulate technical concepts and derive solutions

Responsibilities

• Serve as the primary program manager and point of escalation for assigned customer accounts. Providing proactive guidance, recommendations, and strategic actions to mature the overall mobility program
• Build positive relationships with customer stakeholders and administrators, and conduct monthly health checks and business reviews to achieve program results and retention of the customer
• Provide education and coaching to drive product adoption and improve product value for customers, sharing overall benchmarks and best practices for program success
• Build carrier account representative relationships as needed for mobility-related product review/EOL, escalation path, discounts and contract knowledge
• Field customer inquiries and advise on the resolution of any issues that arise, engaging the appropriate internal teams (Product, Ops, Member Services, Customer Care, etc.) as needed to ensure proactive and timely resolution of client issues and Motus-supported messaging for resolution
• 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
• Develop a full understanding of customer program parameters and process. Improve customer experiences by identifying process improvements, bugs and potential system enhancements
• Be a customer and Motus advocate while assembling customer feedback and reporting requests to Product and Engineering
• Think creatively and proactively to identify and resolve customer problems
• Identify upsell opportunities for Motus Sales Representatives and Enterprise Account Managers
• Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars, and events
• Develop and share processes with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Meet and exceed team and individual metrics
• Create and follow through on strategic plans for each account’s customer journey and retention, working closely with Account Management and CS Leadership as appropriate
• Align with the team process and identify/follow through with team process improvements

Preferred Qualifications

• Strong understanding of the corporate business world; prior experience in SaaS preferred
• Proficiency with MS Office and Salesforce; experience with CS and data analytics software preferred (i.e, GainSight, Domo)

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
• $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