ENTERPRISE CUSTOMER SUCCESS MANAGER

<p><strong>Enterprise Customer Success Manager</strong><br>Location: Remote<br>Department: Customer Success | Reports to: VP of Customer Success</p> <p>Motivity is looking for a strategic, commercially-focused, and relationship-driven Customer Success Manager (CSM) to join our growing team. In this role, you’ll manage a portfolio of customers, own their long-term success with Motivity’s platform, and drive retention and expansion across your book of business. <em>Please note: teamwork and shared enthusiasm are a core part of our culture, which is why this role would encourage joining members of our revenue team in office one day per week. </em></p> <p>What you’ll do: </p> <ul> <li> <p>Stakeholder Engagement &amp; Cross-Functional Execution: Manage multi-stakeholder projects across the customer lifecycle — coordinating internal teams (Product, Support, Implementation) and external stakeholders (clinical, operational, and executive) to keep initiatives moving and commitments on track.</p> </li> <li> <p>Value Realization: Establish clear success goals, including high product adoption and high platform utilization, and own delivery of those goals. Proactively identify opportunities for upsell.</p> </li> <li> <p>Voice of the Customer: Be a strategic "voice of the customer" thought-partner for our internal teams (product, marketing, sales) to recognize potential improvements for Motivity’s Product experience.</p> </li> <li> <p>100% Renewals: Own renewals for your partners end-to-end, including commercial negotiation and forecasting risk ahead of the cycle.</p> </li> <li> <p>Drive Adoption, Enablement &amp; Scalable Success: Support ongoing training and onboarding of new users within existing accounts.</p> </li> </ul> <ul> <li> <p>Champion long-term adoption by helping define and improve post-implementation engagement strategies.</p> </li> <li> <p>Bring creativity and a builder’s mindset to help design scalable, yet high-touch and personalized approaches that support diverse customer segments across their full journey with Motivity.</p> </li> </ul> <ul> <li> <p>Manage Risk &amp; Escalations: Identify risks early using data and account signals, manage escalations with urgency, and communicate customer needs effectively to internal teams.</p> </li> </ul> <ul> <li> <p>Maintain Clean CRM Hygiene: Keep accurate records, notes, and tasks in our CRM to ensure visibility and cross-functional alignment.</p> </li> </ul> <h3>What We’re Looking For</h3> <ul> <li>5+ years in a SaaS Customer Success, Account Management, or other client-facing role working with a high volume of clients </li> <li>Demonstrated experience managing commercial conversations– renewals, upsells, and negotiations </li> <li>Strategic mindset with a bias for action and results; a true sense of ownership over outcomes</li> <li>High agency with your work; you are resourceful and proactive about ideating and executing on tasks</li> <li>Passion for shaping systems and processes, and thinking critically about how to scale success without sacrificing the human touch</li> <li>Strong relationship-building and communication skills, including executive presence</li> <li>Comfortable navigating complex organizations and influencing stakeholders</li> <li>Excellent CRM hygiene and documentation habits (HubSpot experience a plus)</li> </ul> <p>Nice to Have</p> <ul> <li>Passion for or connection with ABA, special education, or healthcare</li> <li>Experience with a mission-driven company (e.g. education, healthcare, nonprofit-adjacent SaaS)</li> <li>Experience working in a remote environment, with a demonstrated ability to manage time effectively, communicate proactively, collaborate across teams, and take ownership of outcomes. </li> </ul>