Strategic Enterprise CSM Leader

gomotive; United States; On-site; USD 180,000 - 260,000; Full time

Job summary

Motive is seeking a Senior Manager, Strategic Customer Success to lead a remote US-based team serving strategic, high-value accounts. You will own career development, coaching, and account-level strategy to drive retention and upsell.

You will collaborate with Directors and VPs, use data to forecast net revenue retention, and ensure white-glove service for top customers while partnering with product, sales, and marketing to relay feedback.

Qualifications

• 5+ years leading a high-performing enterprise CS team in B2B SaaS.
• Experience managing strategic accounts with $4M+ ARR.
• Strong data analysis to forecast revenue and retention.
• Excellent communication with C-suite stakeholders.
• Experience with AI-driven customer success initiatives.

Responsibilities

• Lead a team of 6-9 Strategic CSMs to exceed retention goals.
• Develop and iterate playbooks for strategic clients.
• Forecast business health using data analytics and retention metrics.
• Advocate for strategic clients with internal teams to maximize value.
• Manage executive reviews, planning, and high-touch service for key accounts.
• Identify upsell and cross-sell opportunities with sales.
• Monitor health signals and renewals to mitigate risk.
• Collaborate with product, sales, and marketing to relay client feedback.
• Foster relationships with customers and internal stakeholders.

Skills

Strategic leadership

B2B SaaS

Data analytics

Executive communication

Cross-functional collaboration

Mentoring

Job description

Motive is seeking a Senior Manager, Strategic Customer Success to lead a remote US-based team serving strategic, high-value accounts. You will own career development, coaching, and account-level strategy to drive retention and upsell.

You will collaborate with Directors and VPs, use data to forecast net revenue retention, and ensure white-glove service for top customers while partnering with product, sales, and marketing to relay feedback.