Manager, of Customer Success Mexico

Mexico City - Mexico

Monthly Salary: Not Disclosed

Posted on: 19 hours ago

Vacancies: 1 Vacancy

Job Summary

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer more productive and more profitable. For the first time ever safety operations and finance teams can manage their drivers vehicles equipment and fleet related spend in a single system. Combined with industry leading AI the Motive platform gives you complete visibility and control and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves nearly 100000 customers from Fortune 500 enterprises to small businesses across a wide range of industries including transportation and logistics construction energy field service manufacturing agriculture food and beverage retail and the public sector.

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About the Role:

The Manager of Customer Success Mexico is a critical leadership position within the Enterprise Sales this role you will be responsible for owning career development recruiting efforts account-level strategy retention and upsell targets for our Hybrid team based principally in Mexico City. You will collaborate with Directors of Strategic Accounts and Regional Vice Presidents along with other departments to ensure our CSMs effectively help our most valuable customers achieve business success through Motives suite of solutions. You will be measured on retention as well as adoption and expansion within the Mexico Market.

The ideal candidate is an excellent leader with deep experiential knowledge of how high-growth SaaS companies leverage Customer Success best practices to grow and retain their customers. This role emphasizes a focus on the clients business outcomes going beyond just product adoption. Strategic CSMs build strong trust-based relationships with senior stakeholders including C-level executives and act as trusted advisors.

What Youll Do:

Lead a team of 5-9 Strategic Customer Success Managers to exceed their retention goals for a portfolio of high-value high-complexity strategic accounts.
Develop and constantly iterate playbooks that drive outcomes for Motives strategic clients.
Leverage data and analytics to advocate for the client base care for team performance and accurately forecast the business including net revenue retention and gross retention rate.
Own advocating for strategic clients with internal stakeholders to drive value and ensure client outcomes are achieved acting as the voice of the customer within the organization.
Manage pipeline reviews escalations team meetings and expectations around Executive Business Reviews and Account Planning with a focus on delivering high-touch white-glove service to large key accounts.
Define and execute tailored success plans to help strategic customers achieve their business objectives including identifying and formalizing solutions to their biggest challenges.
Identify and pursue upsell and cross-sell opportunities in collaboration with sales.
Monitor customer health proactively mitigate risks and secure renewals.
Collaborate with product development sales and marketing teams to communicate customer feedback and advocate for improvements that align with client needs.
Cultivate and manage strong internal and external relationships to ensure our customers needs are consistently driven forward.

What Were Looking For:

5 years proven track record of successfully leading a high-performing Customer Success team in B2B SaaS with a focus on strategic or enterprise clients.
- B2B Enterprise SaaS platforms with a user-or seat-based licensing model preferred
Demonstrated ability to lead a team of 5-9 CSMs with Strategic clients.
Execution-focused leader with an emphasis on process excellence utilizing technology specifically with AI.
Ability to leverage data to inform decision-making and identify opportunities to service the existing account base better translating data into actionable insights.
Collaborative leader that fosters strong internal partnerships with key stakeholders to effectively advocate for clients.
Strong understanding of growth and retention strategies in B2B environments.
Excellent communication and presentation skills with the ability to engage C-level executives and tailor messaging to diverse audiences.
Experience with change management motivating and overcoming barriers to significant transformational change.
Proven ability to build and maintain strong relationships with customers understanding their unique needs and driving successful outcomes.
Demonstrated experience in managing complex internal and external relationships to achieve customer success objectives.

Creating a diverse and inclusive workplace is one of Motives core values. We are an equal opportunity employer and welcome people of different backgrounds experiences abilities and perspectives.

Please review our Candidate Privacy Noticehere.

UK Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations.It is Motives policy to require that employees be authorized to receive access to Motive products and technology.

Required Experience:

Manager

Who we are:Motive empowers the people who run physical operations with tools to make their work safer more productive and more profitable. For the first time ever safety operations and finance teams can manage their drivers vehicles equipment and fleet related spend in a single system. Combined with...