Senior Customer Success Manager

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: 

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

The CSM will help identify expansion and upsell opportunities for the Sales and Enterprise Account Management teams and proactively lead the renewal process to identify churn risk and opportunities ahead of the renewal date.

This position will primarily support Motus’s Managed Mobility Services product line for Enterprise and Strategic accounts, specializing in telecom expense management, device procurement, end-user and admin support, logistics, and overall program management.

Position Duties:

• Serve as the primary program manager and point of escalation for assigned customer accounts. Providing proactive guidance, recommendations, and strategic actions to mature the overall mobility program.
• Build positive relationships with customer stakeholders and administrators, and conduct monthly health checks and business reviews to achieve program results and retention of the customer. 
• Provide education and coaching to drive product adoption and improve product value for customers, sharing overall benchmarks and best practices for program success. 
• Build carrier account representative relationships as needed for mobility-related product review/EOL, escalation path, discounts and contract knowledge. 
• Field customer inquiries and advise on the resolution of any issues that arise, engaging the appropriate internal teams (Product, Ops, Member Services, Customer Care, etc.) as needed to ensure proactive and timely resolution of client issues and Motus-supported messaging for resolution. 
• Employ a consultative approach in discussions with customers to understand their goals and success measures. Establish a plan to ensure we are meeting the agreed-upon goals. 
• Develop a full understanding of customer program parameters and process. Improve customer experiences by identifying process improvements, bugs and potential system enhancements. 
• Be a customer and Motus advocate while assembling customer feedback and reporting requests to Product and Engineering 
• Think creatively and proactively to identify and resolve customer problems 
• Identify upsell opportunities for Motus Sales Representatives and Enterprise Account Managers 
• Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars, and events 
• Develop and share processes with team members to continually improve the quality, effectiveness, and efficiency of our processes 
• Meet and exceed team and individual metrics 
• Create and follow through on strategic plans for each account’s customer journey and retention, working closely with Account Management and CS Leadership as appropriate
• Align with the team process and identify/follow through with team process improvements 

Desired Skills & Experience:

• 3-5 years of experience in a Customer Success role, working with Mid-Market to Enterprise accounts
• 3+ years of experience in Managed Mobility Services (MMS) and/or Wireless Telecommunications
• Contracting awareness, renewal and expansion account strategies experience
• Strong understanding of the corporate business world; prior experience in SaaS preferred
• 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 collaborating with cross-functional teams (e.g. Sales, Product, Operations)
• Excellent communication (written and verbal) and presentation skills
• High degree of emotional intelligence
• Experience working with strategic accounts; understanding of enterprise business practices 
• Strong multi-tasking, interpersonal, 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
• Proficiency with MS Office and Salesforce; experience with CS and data analytics software preferred (i.e, GainSight, Domo)

Where required by law, Motus provides a reasonable range of compensation for specific roles. The pay range for this role is $90,000 - $105,000. 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
• $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

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.

#LI-REMOTE