Customer Success Manager, Mid-Market (Us)

Who We Are
Motive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. Motive combines IoT hardware with AI-powered applications to connect and automate physical operations. Motive is one of the fastest-growing software companies in the world, serving more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery.
Motive is built on four foundational attributes; Own It, Less but Better, Build Trust, and Unlock Potential. This has taken our company to great heights, including being recognized by Fortune for Best Workplaces, Forbes Best Startup Employers, and Comparably for our Best Global Culture, Sales Team, Leadership Team, Career Growth, and CEO for Diversity. We’re proud to receive an employee net promoter score of 63 (according to Comparably) which places Motive in the top 5% of companies with 4,000 employees or more.
Today, our team is made up of more than 3,000 employees, located across the world, providing support to a wide range of customers. While most of our employees are remote, many have the opportunity to work on-site at any of our 8 global office locations. Visit our careers website to learn more about opportunities at Motive.
About The Role
As a Customer Success Manager - Mid Market, you will report to the Manager, Customer Success and be the face of Motive to our midsize customers. The CSM ensures that the customer achieves the agreed on value as promised during the sale. You are accountable to the customer through their entire lifecycle. You will collaborate with the Onboarding Project Manager through the rollout, collaborate with Sales to steer qualified leads to expand Motive’s revenue, and work with internal stakeholders to maximize Motive’s value for the customer.
What You'll Do

• Work with senior leadership across the company to escalate client issues
• Own a book of business within existing customers for expansion and renewals
• Assist in troubleshooting and solving Tier 2 product support issues
• Maintain high levels of customer satisfaction and nurture client health
• Handle large volume of email and phone conversations
• Own onboarding, adoption, training and development of best practices
• Collaborate with Sales to identify and realize expansion opportunities

What We're Looking For

• Receptive to feedback, willingness to learn and embrace continuous improvement
• Bilingual (Spanish fluency) a big plus
• 1+ years prior experience as a CSM or equivalent (owning a renewal target)
• 3+ years prior experience in a customer facing role within the SaaS and / or Hardware industry
• Ability to build and maintain relationships with clients and key stakeholders
• Strong sense of ownership for the product
• Prior sales experience a plus
• Transportation/logistics experience a plus
• Resilient in capacity to deal with pressure and the demands of the workplace
• Ability to plan ahead and be resourceful

Pay Transparency
Your compensation may be based on several factors, including education, work experience, and certifications. For certain roles, total compensation may include restricted stock units. Motive offers benefits including health, pharmacy, optical and dental care benefits, paid time off, sick time off, short term and long term disability coverage, life insurance as well as 401k contribution (all benefits are subject to eligibility requirements). Learn more about our benefits by visiting Motive Perks & Benefits.
For This Role, The Compensation Ranges Are
The compensation range for this position will depend on where you reside. Motive uses three geographic zones to determine pay range.
San Francisco, California
$103,000—$142,000 USD
U.S. metropolitan areas: Los Angeles, San Diego, New York City Area, Seattle, Washington D.C.
$93,000—$128,000 USD
Other locations in the United States
$82,000—$113,000 USD
Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
Please review our Candidate Privacy Notice here.
The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.