Customer Success Manager, Enterprise Accounts

About the position

The Customer Success team is seeking a Customer Success Manager (CSM) to support our Enterprise customers throughout their lifecycle with Motus. The CSM will serve as a trusted advisor for their assigned customer accounts and provide an additional layer of strategic operational support. This team member will develop strong relationships with their customers, ensure positive engagement with the Motus platform, and drive adoption and success outcomes, ultimately influencing retention, expansion, and advocacy across their book of business.

Responsibilities

• Serve as the primary point of contact for assigned Enterprise customer accounts and continually delight customers with a positive, customer-centric attitude
• Meet and exceed team and individual metrics
• Create and execute on strategic plans for each account’s customer journey and retention, partnering with Account Management and CS Leadership as appropriate
• Build strong relationships with customer administrators and conduct regular check-ins to assess end-user adoption, customer satisfaction, and program success
• Serve as a customer advocate while capturing customer feedback and reporting requests to Product and Engineering
• Provide education and coaching to drive product adoption and enhance product value for customers
• Field customer inquiries and resolve any issues that arise, engaging the appropriate internal teams (Product, Ops, Support, etc.) as necessary to ensure proactive and timely resolution of client issues
• Employ a consultative approach in discussions with customers to understand their goals and success measures
• Develop a full understanding of customer program parameters and processes
• Improve Customer experiences by identifying process improvements, bugs, and potential system enhancements
• Identify successful customers to turn them into advocates, measured by participation in reference calls, case studies, webinars, and events
• Identify upsell opportunities for Motus Sales Representatives and Enterprise Account Managers
• Develop and share standard methodologies with team members to continually improve the quality, effectiveness, and efficiency of our processes

Requirements

• 3+ years’ experience in a customer success role
• Experience managing a book of business over $3M in annual revenue
• Experience presenting to a wide range of titles, from administrators and managers to C-Level
• Excellent communication (written and verbal) and presentation skills
• High degree of emotional intelligence and empathy
• Strong understanding of the corporate business world; prior experience in a SaaS preferred
• Strong multi-tasking, organizational, 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 across multiple product lines
• 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 working with cross-functional teams (e.g. Sales, Product, Operations)
• Proficiency in MS Office and Salesforce.com
• Experience with GainSight a plus

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
• 8 weeks paternity leave