Job description
Motus is the leading expert in vehicle reimbursement and driver risk mitigation, offering proven and secure solutions for every driver that simplify the reimbursement of driving costs and reduce corporate risk exposure. With an unmatched pool of data refined over more than 80 years, Motus is the preferred partner to top Fortune 500 companies and organizations committed to workplace agility.
At Motus, we’re dedicated to making WorkLife better for everyone, anywhere. Our team is the heart of our culture, and we live by our WorkLife Pillars every day – WorkHappy, WorkHealthy, WorkSmart, WorkAnywhere, and WorkTogether.
Position Description:
Motus is seeking a Manager, Customer Success – Enterprise Accounts. Lead a team of dedicated Enterprise Customer Success Managers (CSMs) to provide excellent customer service and boost customer retention and expansion. You will coach and mentor the team, implement strategies, and follow internal processes to increase customer engagement and product adoption.
We are looking for an experienced candidate who can get going quickly. The ideal candidate will be a hands-on manager with the ability to ensure best-in-class customer experience and satisfaction. To succeed in this role, you must possess strong communication and organizational skills and an unwavering commitment to excellence. This role will provide you with the opportunity to work cross-functionally with other Motus departments.
Position Duties:
- Develop a team of high-performing Enterprise 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
Desired Skills & Experience:
- 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 of 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 who 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 that 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
- SmartSheet and Gainsight knowledge is a plus
Where required by law, Motus provides a reasonable range of compensation for specific roles. The pay range for this role is $105,000 - $120,000. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. This position is eligible for company benefits including 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, and additional voluntary or legally required benefits.
Please see below for an outline of the Motus benefits package. Motus supports both the physical and mental health of their employees.
Motus 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
- 12 weeks paternity leave
Motus champions the power of true individuality, actively celebrating and accepting each team member. We strategically recruit and retain talent reflecting our local communities’ rich diversity, fostering a culture where innovation thrives. Through dynamic learning sessions, strategic training, and our lively Employee Resource Groups, we kindle substantial dialogues, continuous learning, and ensure every voice is not only heard but celebrated.
Motus, LLC provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.
