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Customer Success Manager - SMB

Motive empowers organizations with tools for safety, productivity, and profitability, seeking a Customer Success Manager to support SMB customers.

Skills

  • Customer relationship management
  • Time management
  • Problem-solving
  • Communication skills
  • CRM software proficiency

Responsibilities

  • Own a book of business of existing customers
  • Maintain high levels of customer satisfaction
  • Proactively engage with customers to assess value
  • Ensure timely payments and contract renewals
  • Prepare customers on new features
  • Present data-driven insights to customers
  • Identify trends and escalate as needed

Benefits

    To read the complete job description, please click on the ‘Apply’ button
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    Shoaib Makani
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    Average salary estimate

    $60000 / YEARLY (est.)
    min
    max
    $50000K
    $70000K

    If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

    What You Should Know About Customer Success Manager - SMB, Motive

    At Motive, we're all about empowering people who manage physical operations with innovative tools to boost safety, productivity, and profitability. As a Customer Success Manager - SMB, you'll be at the forefront of ensuring our customers with fleets of 5 to 29 vehicles unlock the full value of our cutting-edge platform. Your role is essential; you'll build strong relationships with clients, driving customer satisfaction while handling everything from onboarding to contract renewals. The exciting first step in this journey is collaborating with our Onboarding Project Manager to ensure a seamless rollout of services. Your technical acumen will shine as you support your customers proactively and help them navigate new features and product releases. Plus, you'll leverage data-driven insights to highlight the tremendous value they receive. Together with the Account Executive and Sales team, you'll steer qualified leads for expansion within your accounts. With proper engagement and advocating for our customers, you'll help bridge any gaps they encounter with our product. This is more than just a job at Motive; it's an opportunity to make a difference in how customers perceive and utilize our platform while contributing to our commitment to inclusivity and diversity in the workplace. If you thrive in a role that allows you to champion customer success and foster business growth, we'd love for you to join our team in Hybrid - Islamabad!

    Frequently Asked Questions (FAQs) for Customer Success Manager - SMB Role at Motive
    What are the main responsibilities of a Customer Success Manager - SMB at Motive?

    As a Customer Success Manager - SMB at Motive, your primary responsibilities include maintaining customer satisfaction, mitigating churn risk, driving expansion, and ensuring customers understand and derive full value from our platform. You will manage a book of business, oversee subscription renewals, and prepare clients for new features and product updates.

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    What qualifications are needed for the Customer Success Manager - SMB position at Motive?

    To be considered for the Customer Success Manager - SMB role at Motive, you should have at least 2 years of experience in customer service or customer retention. Strong time management skills, excellent communication abilities, CRM software experience (preferably Salesforce), and a deep understanding of revenue and growth within a SaaS environment are also key qualifications.

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    How does the Customer Success Manager - SMB contribute to client relationships at Motive?

    The Customer Success Manager - SMB plays a crucial role in nurturing client relationships at Motive. By proactively engaging with customers throughout their lifecycle, the CSM helps to ensure their needs are met, advocates for them internally, and identifies opportunities for expansion. This engagement fosters trust and loyalty, enhancing overall customer health.

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    What tools do Customer Success Managers at Motive use to manage their accounts?

    Customer Success Managers at Motive utilize CRM software, primarily Salesforce, to manage their accounts effectively. These tools help track customer interactions, monitor account health, and provide data-driven insights to enhance communication and service delivery.

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    What does the onboarding process look like for customers at Motive?

    The onboarding process for customers at Motive involves close collaboration between the Customer Success Manager and the Onboarding Project Manager. Together, they facilitate a smooth rollout of services, ensuring that customers are guided through the implementation phase and are knowledgeable about our platform's features and capabilities.

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    Common Interview Questions for Customer Success Manager - SMB
    How do you ensure customer satisfaction as a Customer Success Manager?

    To ensure customer satisfaction as a Customer Success Manager, I focus on understanding the customer's goals, maintaining open and proactive communication, regularly monitoring account health, and addressing any issues that arise promptly. Creating tailored engagement plans based on their feedback is also crucial.

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    Can you give an example of how you've handled a challenging customer situation?

    In a challenging situation with a dissatisfied customer, I first listened carefully to their concerns to understand the root cause. I then collaborated with internal teams to devise a solution, communicated transparently throughout the process, and followed up to ensure the customer’s expectations were met, reinforcing our commitment to their success.

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    What strategies do you employ to mitigate churn risk?

    To mitigate churn risk, I establish strong relationships with customers, regularly check in on their satisfaction, and stay informed about their needs. Additionally, I use data analytics to predict potential churn and develop proactive strategies to address any emerging issues before they escalate.

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    How do you prioritize your responsibilities when managing multiple accounts?

    When managing multiple accounts, I prioritize responsibilities based on account health, renewal dates, and customer engagement levels. I use project management tools to keep track of tasks, deadlines, and client needs, ensuring that my most critical clients receive timely attention while maintaining overall balance.

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    What is your approach to onboarding new customers?

    My approach to onboarding new customers involves a structured process where I set clear expectations and milestones, provide comprehensive training on our platforms, and gather feedback to enhance their experience. I work closely with other teams to ensure that customers feel supported and engaged from the start.

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    How do you stay informed about product features and updates?

    To stay informed about product features and updates, I regularly attend product training sessions, engage with the product team, and participate in knowledge-sharing meetings. Additionally, I use internal communication tools to follow discussions about new releases and customer feedback.

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    What role does data analysis play in your job as a Customer Success Manager?

    Data analysis plays a significant role in my job as a Customer Success Manager. It helps me understand usage patterns, customer satisfaction levels, and areas for improvement. I use this data to tailor my engagement strategies, present actionable insights to clients, and identify opportunities for growth.

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    How would you describe your communication style with clients?

    My communication style with clients is clear, friendly, and proactive. I prioritize understanding their needs and concerns, tailoring my approach based on their preferences, and ensuring that I provide timely updates and follow-ups to strengthen our relationship and align with their goals.

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    What motivates you to work in customer success?

    I am motivated to work in customer success by the opportunity to make a meaningful impact on customers' businesses. Seeing clients thrive and achieve their goals with our product is incredibly gratifying, and I enjoy being their advocate, guiding them through challenges and celebrating their successes.

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    Why do you want to work at Motive as a Customer Success Manager?

    I want to work at Motive as a Customer Success Manager because I admire the company’s commitment to empowering customers with innovative tools and fostering a collaborative environment. I believe my skills align well with the role, and I'm excited about contributing to client success in such a dynamic, inclusive culture.

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    Motive provides technology to enhance safety, productivity, and profitability for over 120,000 businesses in various industries, while fostering a culture of excellence and inclusivity for impactful work.

    269 jobs
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    BADGES
    Badge ChangemakerBadge Diversity ChampionBadge Flexible CultureBadge Future MakerBadge Global CitizenBadge Innovator
    CULTURE VALUES
    Diversity of Opinions
    Inclusive & Diverse
    Collaboration over Competition
    Growth & Learning
    Mission Driven
    Rapid Growth
    Passion for Exploration
    Empathetic
    Feedback Forward
    BENEFITS & PERKS
    Medical Insurance
    Dental Insurance
    Vision Insurance
    401K Matching
    Life insurance
    Maternity Leave
    Paternity Leave
    Paid Holidays
    Paid Time-Off
    Performance Bonus
    Social Gatherings
    Some Meals Provided
    SENIORITY LEVEL REQUIREMENT
    TEAM SIZE
    SALARY RANGE
    $50,000/yr - $70,000/yr
    EMPLOYMENT TYPE
    Full-time, hybrid
    DATE POSTED
    January 3, 2025

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