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Customer Success Manager, Enterprise Accounts

Motus is the definitive leader in mobile workforce solutions. Its platform simplifies the reimbursement and management of vehicle, device, and location costs through personalized calculations. Empower your team with a suite of fully integrated solutions that take the complexity out of compliance. Peace of mind included.  

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

 Position Duties:  

  • Serve as the primary point of contact for assigned Enterprise customer accounts and continually delight customers with a positive, customer-centric attitude  
  • Meet and exceed team and individual metrics 
  • Create and execute on strategic plans for each account’s customer journey and retention, partnering with Account Management and CS Leadership as appropriate  
  • Build strong relationships with customer administrators and conduct regular check-ins to assess end-user adoption, customer satisfaction, and program success. Serve as a customer advocate while capturing customer feedback and reporting requests to Product and Engineering.  
  • Provide education and coaching to drive product adoption and enhance product value for customers
  • Field customer inquiries and resolve any issues that arise, engaging the appropriate internal teams (Product, Ops, Support, etc.) as necessary to ensure proactive and timely resolution of client issues 
  • 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 processes. Improve Customer experiences by identifying process improvements, bugs, and potential system enhancements. And identify successful customers to turn them into advocates, measured by participation in reference calls, case studies, webinars, and events. 
  • Identify upsell opportunities for Motus Sales Representatives and Enterprise Account Managers
  • Develop and share standard methodologies with team members to continually improve the quality, effectiveness, and efficiency of our processes 

Desired Skills & Experience:  

  • 3+ years’ experience in a customer success role 
  • Experience managing a book of business over $3M in annual revenue  
  • Experience presenting to a wide range of titles, from administrators and managers to C-Level  
  • Excellent communication (written and verbal) and presentation skills  
  • High degree of emotional intelligence and empathy  
  • Strong understanding of the corporate business world; prior experience in a SaaS preferred  
  • Strong multi-tasking, organizational, 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 across multiple product lines  
  • 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 working with cross-functional teams (e.g. Sales, Product, Operations)  
  • Proficiency in MS Office and Salesforce.com 
  • Experience with GainSight a plus

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
  • Support your mental, physical, professional and financial well-being through coaching and clinical therapy with Modern Health
  • $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

Average salary estimate

$97500 / YEARLY (est.)
min
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$90000K
$105000K

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What You Should Know About Customer Success Manager, Enterprise Accounts, Motus

Join Motus as a Customer Success Manager for Enterprise Accounts, where you will play a crucial role in enhancing our clients' experience with our advanced mobile workforce solutions. At Motus, we pride ourselves on creating a positive WorkLife for everyone, and as a CSM, you'll be the trusted advisor for our significant enterprise customers. You'll establish strong relationships, ensuring their success as they engage with our platform. Your main goal will be to drive product adoption and develop strategic plans tailored to each customer's unique journey, while also allowing for proactive feedback to influence our product offerings. With a keen understanding of business needs, you’ll help customers meet their goals, while identifying opportunities for upselling and expanding their use of our services. This position thrives on your ability to communicate effectively with a variety of stakeholders, from administrators to C-level executives, fostering a collaborative environment that makes every interaction valuable. If you believe in creating exceptional experiences and have a passion for customer success, then join us at Motus and help shape the future of how businesses manage their mobile workforce.

Frequently Asked Questions (FAQs) for Customer Success Manager, Enterprise Accounts Role at Motus
What responsibilities does a Customer Success Manager at Motus handle?

As a Customer Success Manager at Motus, your primary responsibilities include serving as the main point of contact for assigned Enterprise customer accounts, ensuring positive engagement with the Motus platform, and driving product adoption. Additionally, you will conduct regular check-ins with customers, manage inquiries, resolve issues, and work collaboratively with cross-functional teams to enhance their experience.

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What qualifications do I need to become a Customer Success Manager at Motus?

To qualify for the Customer Success Manager position at Motus, you should have at least 3 years of experience in a customer success role, particularly in a SaaS environment. Additionally, managing a book of business over $3M annual revenue and having excellent communication and presentation skills is essential. A high degree of emotional intelligence and experience working with cross-functional teams are also valuable assets.

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How does the Customer Success team at Motus ensure customer retention?

The Customer Success team at Motus ensures customer retention by building strong relationships with clients, executing strategic plans to enhance customer journeys, and driving continuous engagement with our platform. By assessing customer satisfaction and program success regularly, our CSMs can proactively address any concerns and identify upsell opportunities to meet evolving customer needs.

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What is the typical career growth for a Customer Success Manager at Motus?

Career growth for a Customer Success Manager at Motus can lead to advanced positions within customer success leadership, account management, or even product development. With a focus on skill development and collaboration, CSMs can evolve their expertise, take on larger books of business, and play significant roles in strategic company initiatives.

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What is the work environment like for a Customer Success Manager at Motus?

The work environment for a Customer Success Manager at Motus is dynamic and supportive, designed to foster collaboration and innovation. The team operates under the WorkLife pillars—WorkHappy, WorkHealthy, WorkSmart, WorkAnywhere, and WorkTogether—ensuring a balanced and fulfilling work life for all employees.

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Common Interview Questions for Customer Success Manager, Enterprise Accounts
How do you handle challenging customer situations as a Customer Success Manager?

When dealing with challenging customer situations, I prioritize understanding the customer's perspective and the root of the issue. I then collaborate with internal teams to resolve their concerns promptly while maintaining transparency with the customer throughout the process. This approach demonstrates empathy and reinforces trust.

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Can you share an example of how you drove adoption of a new product with a customer?

Absolutely! In my previous role, I introduced a new feature to a key account by organizing a training session that highlighted its benefits and functionalities. I provided personalized recommendations and maintained regular follow-ups to ensure their team was utilizing it effectively. The adoption rate increased significantly within the first quarter.

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What strategies do you use to build strong relationships with customers?

Building strong relationships starts with proactive communication. I schedule regular check-ins, listen actively to their needs, and show genuine interest in their success. Providing value through insights and updates on new features also helps facilitate trust and partnership.

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How do you measure the success of your customer accounts?

I measure the success of customer accounts by tracking key performance indicators, such as product adoption rates, customer satisfaction scores, and retention metrics. Additionally, gathering feedback through surveys and direct conversations helps gauge their satisfaction and identify areas for improvement.

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What do you consider as the most critical skills for a Customer Success Manager?

The most critical skills for a Customer Success Manager include strong communication and interpersonal skills, empathy, problem-solving capabilities, and a proactive mindset. These skills enable CSMs to nurture relationships with clients effectively and address their needs efficiently.

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How would you prioritize your tasks when managing multiple accounts?

In managing multiple accounts, I prioritize tasks based on urgency and impact. I assess which accounts require immediate attention, balance proactive outreach with addressing ongoing concerns, and utilize project management tools to maintain organization and efficiency.

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How do you ensure you understand your customer's needs and goals?

I ensure a deep understanding of customer needs by conducting thorough onboarding sessions, asking targeted questions during check-ins, and regularly reviewing their feedback. This strategy allows me to tailor my support and resources that align with their strategic goals.

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What role do you think advocacy plays in the Customer Success Manager position?

Advocacy is vital in the Customer Success Manager role. By championing the customer's voice within the company, CSMs ensure that their needs and challenges are recognized. This collaboration leads to product enhancements and strengthens customer loyalty.

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How do you handle feedback from customers regarding product issues or bugs?

I take customer feedback about product issues very seriously. I make sure to document their concerns, communicate directly with the product and engineering teams for resolution, and keep the customers informed of the progress. This approach reassures them that their concerns are valued.

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What experience do you have working with cross-functional teams?

In my previous roles, I regularly collaborated with cross-functional teams, including Sales, Support, and Product Development. This collaboration involved aligning on customer needs, troubleshooting issues, and providing insights that informed product enhancements, thereby ensuring a cohesive approach to customer success.

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Motus is a workforce management company headquartered in Boston, Massachusetts that develops fleet management software.

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Full-time, remote
DATE POSTED
April 8, 2025

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