About the job
About Us:
Motive is dedicated to empowering organizations managing physical operations with innovative tools that enhance safety, productivity, and profitability. For the first time, teams overseeing safety, operations, and finance can manage drivers, vehicles, equipment, and fleet expenses through a single, comprehensive system. With cutting-edge AI integration, the Motive platform provides complete visibility and control, significantly streamlining manual workloads by automating and simplifying tasks.
With nearly 100,000 clients ranging from Fortune 500 companies to startups across various sectors—including transportation, logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector—Motive is at the forefront of revolutionizing fleet management.
Explore more at gomotive.com.
Role Overview:
The Customer Success Manager for Mexico plays an instrumental leadership role within our Enterprise Sales Division. You will oversee career development, recruitment efforts, account strategy, retention, and upsell objectives for our Hybrid team primarily based in Mexico City. Collaboration with Directors of Strategic Accounts and Regional Vice Presidents, alongside other departments, is essential to ensure our Customer Success Managers effectively assist our most valued customers in achieving success through Motive's suite of solutions. Your performance will be evaluated based on retention, adoption, and expansion metrics within the Mexican market.
The ideal candidate is an outstanding leader with extensive experience in how high-growth SaaS companies implement Customer Success best practices to foster customer retention and growth. This role prioritizes client business outcomes, extending beyond mere product adoption. Strategic Customer Success Managers cultivate robust, trust-based relationships with senior stakeholders, including C-level executives, and serve as trusted advisors.
Key Responsibilities:
- Lead a team of 5-9 Strategic Customer Success Managers to surpass retention objectives for a portfolio of high-value, complex strategic accounts.
- Continuously develop and refine playbooks that drive outcomes for Motive’s strategic clients.
- Utilize data and analytics to advocate for the client base, monitor team performance, and accurately forecast business metrics, including net revenue retention and gross retention rates.
- Champion strategic clients within the organization to ensure value delivery and client success, acting as the voice of the customer.
- Conduct pipeline reviews, establish performance metrics, and implement strategic initiatives to support team objectives.