Enterprise Customer Success Manager

As an Enterprise Customer Success Manager at Motive, your primary responsibilities will include ensuring customer adoption of our platform, maintaining high levels of satisfaction, and nurturing client relationships throughout their lifecycle. You will also collaborate with Account Executives to drive customer growth and retention, handle various client communications, and manage a dedicated book of business, focusing on expansion and renewals.

To qualify for the Enterprise Customer Success Manager position at Motive, candidates should have at least 3 years of experience in a customer-facing role, including 2 years as a Customer Success Manager or in a similar role managing renewals. A proven track record of ownership over revenue and the ability to build relationships with clients are essential. Sales experience is a plus, along with a resourceful mindset and resilience in fast-paced environments.

Motive places a strong emphasis on ensuring customer satisfaction through proactive communication, personalized training, and identifying value paths throughout the customer journey. As an Enterprise Customer Success Manager, you will play a vital role in nurturing client health by adopting best practices and fostering open lines of communication to address customer needs and feedback efficiently.

A typical day for an Enterprise Customer Success Manager at Motive involves a blend of client communications via email, chat, and phone, conducting training sessions, and strategizing on customer adoption of our platform. You will also spend time reviewing your book of business, identifying opportunities for expansion, and collaborating with the sales team on retention strategies, all while ensuring high levels of customer satisfaction.

Motive prides itself on a diverse and inclusive company culture. As an Enterprise Customer Success Manager, you’ll engage in a collaborative and supportive environment where feedback is encouraged, and innovation is a shared value. The company is dedicated to continuous improvement, not just in products and services but also in employee development and team dynamics.

In your response, highlight the specific CRM tools you have used in previous roles, emphasizing how you utilized these tools to enhance customer engagement, track interactions, and analyze performance metrics. Mention any specific improvements or successes you achieved using these tools.

When answering this question, provide a specific example of a challenging conversation you had with a client. Explain how you approached the situation, your techniques for de-escalation, and the positive outcome you ultimately achieved, showcasing your strong communication and problem-solving skills.

Discuss the proactive measures you take to understand customer needs, such as regular check-ins, surveys, and personalized follow-ups. Highlight your focus on building lasting relationships and how these efforts translate into successful renewals and satisfaction.

Share specific metrics and KPIs you have used in the past to measure the effectiveness of onboarding. Discuss how you gather feedback and adjust processes accordingly to enhance the onboarding experience continuously.

Cite a particular instance where you identified growth opportunities within a client's account. Explain the steps you took to propose additional solutions or features and the resulting business impact, demonstrating your ability to drive customer success.

Share your methods for effective time management and prioritization. Consider discussing tools you use or techniques like the Eisenhower Matrix to organize tasks according to urgency and importance, ensuring you're meeting client needs efficiently.

Emphasize the importance of both giving and receiving feedback as a continuous process in customer success. Explain how you utilize client feedback to enhance services and how you similarly incorporate team feedback into personal and professional growth.

Provide a detailed account of a situation with an unhappy client. Explain how you identified their concerns, the steps you took to address the issue, and what the final outcome was, showcasing your conflict resolution and customer service skills.

Discuss the various ways you engage with clients to uncover their goals, like conducting discovery calls and business reviews. Highlight the importance of understanding their objectives to tailor your support and solutions effectively.

Talk about the methods you utilize to remain knowledgeable about your company’s products, such as attending training, engaging with product teams, and exploring new features. Convey the importance of being an expert to instill confidence in your clients.