Customer Success Manager, Enterprise

Motive; United States; Hybrid; USD 70,000 - 100,000; Full time

Job summary

Motive is seeking a Customer Success Manager for Mexico to ensure customers realize value and drive adoption of our platform. You will manage a book of business, guide customers through renewal cycles, and collaborate with sales and implementations to deliver a seamless experience.

This role requires bilingual Spanish and English, 3+ years customer-facing experience, and a demonstrated ability to own revenue and renewals for named accounts across Mexico and the US.

Qualifications

• 3+ years in a customer-facing role.
• 2+ years as a CSM or similar with a renewal target.
• Fluent in Spanish and English.
• Own revenue and renewals for a named book of business.
• Experience with accounts in Mexico and the US is a plus.
• Ability to build strong client relationships.
• Open to feedback and continuous improvement.
• Resilient in a fast-paced environment.
• Willingness to plan ahead and be resourceful.

Responsibilities

• Own a book of business with existing customers for expansion and renewals.
• Drive revenue retention and renewals across accounts.
• Lead adoption, training, and best-practice development.
• Maintain high customer satisfaction and healthy client relationships.
• Identify paths for customers to realize value from the platform.
• Navigate internal processes and support tickets with customers.
• Escalate issues appropriately to ensure timely resolution.
• Handle high volumes of email, chat, and phone conversations.
• Collaborate with Sales and Implementation teams for seamless handoffs.

Skills

Customer-facing experience

Renewals ownership

Bilingual Spanish/English

Revenue ownership

Mexico and US accounts

Relationship building

Feedback-oriented

Resilient under pressure

Planning and resourcefulness

Sales experience (nice to have)

Job description

Who we are:

the company empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the the company platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

the company serves nearly 100,000 customers - from Fortune 500 enterprises to small businesses - across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About the Role:

As a Customer Success Manager - Mexico, you will report to the Director, Customer Success, and be the face of the company to our customers within Mexico. The CSM ensures that the customer realizes value from our solutions, helping customer leadership drive adoption and providing guidance in best practices around the use of our solutions. The CSM will take accountability in helping customers and internal cross functional teams find solutions to any issues that arise during the complete lifecycle of the customer using our solutions.

What You'll Do:

• Own a book of business with existing customers for expansion and renewals
• Ensure consistent retention of revenue and renewal of all accounts
• Own adoption, training, and development of best practices
• Maintain high levels of customer satisfaction and nurture client health
• Identify paths for the customer to realize value from the entire the company platform
• Help customers navigate our internal processes, including support tickets.
• Help customers to elevate support issues correctly if needed
• Handle a large volume of email, chat, and phone conversations
• Work with the sales team and Implementation Consultants to ensure a seamless handoff

What We're Looking For:

• 3+ years prior experience in a customer-facing role
• 2+ years prior experience as a CSM or equivalent (owning a renewal target)
• Bilingual fluency in Spanish and English required
• Ownership of revenue and renewals for a named book of business
• Experience working with accounts based in both Mexico and US a plus
• Ability to build and maintain relationships with clients and their key personnel
• Receptive to feedback, willingness to learn and embrace continuous improvement
• Resilient in capacity to deal with pressure and the demands of a fast-paced workplace.
• Ability to plan ahead and be resourceful
• Strong sense of ownership for the product
• Logistics experience is a big plus
• Prior sales experience a plus

Creating a diverse and inclusive workplace is one of the company'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.

UK 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 the company's policy to require that employees be authorized to receive access to the company products and technology.

Regarding US-based roles, depending on your role and primary work location, the company Technologies, Inc. ("Employer") discloses candidates may be required to execute a non-compete covenant with the Employer. This requirement does not apply to lawyers, interns, or employees working in CA, MN, MT, ND, OK, or where otherwise prohibited by law.

Non-compete covenant terms in all other jurisdictions will be subject to the applicable statutory requirements, including but not limited to, procedures, industry related prohibitions, or salary and compensation thresholds.

All job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices.