From the listing
About the role
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. The platform provides safety, operations, and finance teams visibility and control by managing drivers, vehicles, equipment, and fleet-related spend in a single system. Motive serves nearly 100,000 customers ranging from Fortune 500 enterprises to small businesses acros
Motive is seeking an accomplished customer success executive to serve as AVP, Customer Success — Enterprise & Strategic Accounts. This leader will own the strategy, operating rhythm, and performance for Motive’s largest and most complex customers in North America. This is a strategic and hands-on leadership role for an operator who can set direction, raise standards, and personally engage when bus
What you'll do
- Set the vision and strategy for enterprise and strategic customer success aligned to Motive’s company priorities.
- Lead, coach, and develop a high-performing customer success organization with clear expectations and strong accountability.
- Own the operating model for customer health, executive sponsorship, success planning, risk management, renewals, and expansion.
- Establish rigorous mechanisms to improve gross revenue retention, net revenue retention, logo retention, product adoption, and time-to-value.
- Build a consistent, data-informed view of customer health including leading indicators and renewal risk.
- Create executive engagement programs to deepen relationships with customer decision-makers.
- Partner with Sales leadership to improve account planning, renewal readiness, and commercial alignment.
- Translate enterprise customer feedback into prioritized product insights and roadmap influence for Product and Engineering.
- Develop scalable playbooks for onboarding, adoption, executive business reviews, and risk mitigation.
- Personally lead high-impact customer escalations and strategic account interventions.
- Define and communicate team goals, metrics, forecasts, and performance trends to executive leadership.
What they're looking for
- 12+ years of experience in customer success, account management, or professional services.
- 5+ years leading senior customer success organizations.
- Experience leading customer success for enterprise and strategic accounts in complex B2B technology or SaaS environments.
- Demonstrated ownership of business outcomes such as GRR, NRR, renewals, expansion, and customer lifetime value.
- Experience leading organizations through scale, transformation, or increased operating rigor.
- Strong executive presence and ability to build credibility with customer executives.
- Proven track record of developing leaders and building inclusive, accountable teams.
- Strong analytical and operational discipline to turn data into clear priorities.
- Exceptional cross-functional leadership and influence skills.
- Excellent written and verbal communication skills.
Nice to have
- Experience supporting customers with complex operational, logistics, transportation, or field-service workflows.
- Experience leading customer success in a business that combines hardware, software, and services.
- Experience building or modernizing customer health scoring and renewal forecasting.
- Experience operating in a high-growth, customer-centric technology company.
From the company page
Motive benefits
◉ Remote policy · in their words
“We are a remote-first organization made up of more than 3,000 employees located around the world. While some of our employees are more effective working remotely ... members also have the option to work on-site at any of our eight global office locations if they prefer.”
Pulled from their careers page · verified by Atlas
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