Customer Success Manager, Enterprise

As a Customer Success Manager - Mexico, you will report to the Director, Customer Success, and be the face of Motive 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.

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 Motive platform

Help customers navigate our internal processes, including support tickets.

Help customers to escalate 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

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 Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

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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.

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.